C9510-526 試験問題を無料オンラインアクセス

A L1 support professional receives a new Problem Management Report (PMR) and the
Next Queue field has not been set. What should be inserted into the Next Queue field?

• A.the Back End monitored queue
• B.the Front End monitored queue
• C.nothing, the Next Queue field is only used for escalation
• D.nothing, the Next Queue will be filled in by the BackEnd

When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?

• A.Email the customer as it is quicker than calling them.
• B.Communicate in the fashion desired by the customer.
• C.Call the customer as it is quicker to talk to them to figure out the issue.
• D.Call or email them, both are useful tools of communication.

A L1 support professional needs to assist the customer in collecting log files. Which is the best state of Assist on Site (AOS) to do this?

• A.chat only
• B.take over / full control
• C.view only
• D.shared keyboard and mouse

What is the total time aOneTeam Severity 3 Problem Management Record (PMR) should be worked before passing to the BackEnd?

• A.4 hours
• B.5 business days
• C.3 business days
• D.1 hour

While working on a Problem Management Record (PMR), the L1 support professional is called to an urgent meeting. When returning from that meeting, it appears that the PMR is still dispatched. What is the correct action for the L1 support professional to take?

• A.Continue to work on the PMR and adjust time recording for the meeting.
• B.Immediately requeue the PMR with no time adjustment.
• C.Continue to work on the PMR with no time adjustment.
• D.Requeue the PMR using the "No Change" option to adjust time recording.