C2180-526 무료 덤프문제 온라인 액세스

A customer opens a Problem Management Record (PMR) electronically and provides a ComplD. The Level 1 support professional cannotfind entitlement for this CompID. When informing the customer that no support contract was found, the customer sends a fax to the L1 support professional with the customer's support document including the Passport Advantage number and customer number.What should the L1 support professional do in this case?

• A.Close the PMR.
• B.Create a secondary PMR and requeue it to the entitlement exception team and work on the primary PMR after entitling it with "no valid contract".
• C.Create a secondary PMR and requeue it to the entitlement exception team and requeue the primary PMR to the feedback queue until notified by the entitlement exception team.
• D.Re-entitle the PMR for any product and work on the PMR.

While working on a defect Problem Management Report (PMR). the customer needs extensive
"how to" assistance from the L1 support professional in obtaining needed documentation.
Report the time spent:

• A.on the defect PMR.
• B.using a service given code of T9.
• C.on a new non-defect PMR.
• D.using a service given code of R9.

What is the usage of the Post Sales database (PSdb) Web site?

• A.It helps support professionals determine what documents they will need from the customer according to their product.
• B.It allows the customers to search for their problem in other reported Problem Management Records (PMRs)
• C.It allows the Support Professionals to search for their problem in other reported PMRs.
• D.It allows both customers and Support professionals to search for their problem in other reported PMRs.

Which one of the following functions is provided by the Technical Support organization flashes?

• A.List by Product Activity last 12 month. Search by submitter
• B.List by product. Activity last month. List by Doc ID
• C.Search, List by Product ID, Activity last 12 month
• D.Advanced Search, List by submitter. Activity last month

A L1 support professional has received an email from a customer in reply to a request for additional information.
Which one of the following is the correct course of action to updating the PMR?
The L1 support professional should copy the email:

• A.editing out all of the error information, including any confidential information
• B.in its entirety
• C.the error information down to just the relevant section and remove any confidential information
• D.Editingthe error information down to just the relevant section