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

Explain why the customer would use a Problem Management Record (PMR) online tool (e.g.. Electronic Service Request (ESR), Service Request (SR))?
It is an IBM application where customers can:

• A. download official patches and fixes for their PMRs.
• B. open, update and list their PMRs.
• C. search for old PMRs, including their own.
• D. register and ask for software support.

A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:

• A. ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
• B. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
• C. Call Generate a new Severity 2 secondary PMR onto the L1 queue
• D. Call Generate a new Severity 2 secondary PMR onto the L2 queue.

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

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

A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

• A. Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.
• B. Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.
• C. Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
• D. Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.