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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A) ask the customer to contact their Account Representative, and then close the PMR.
B) ask the customer to engage their development team, and then close the PMR.
C) ask the customer to engage IBM Services, and then close the PMR.
D) close the PMR.

2. While working a new PMR, the L1 support professional finds an Open Problem Management Record (PMR) with the same issue and error that is being worked by BackEnd support.
What should be entered into the Owner ID field?

A) the ID of the L1 Support professional
B) nothing; leave it empty to avoid any confusion
C) the Owner ID of the other PMR
D) the ID of the L2 support professional

3. A Level 1 support professional would like to be kept informed of product-specific news or updated support content, such as publications, hints and tips, technical notes, product flashes (alerts)and downloads, and drivers. What is the advantage of the My Support webpage?
The information:

A) can be animated like a Power Point presentation.
B) can be personalized.
C) can be refreshed to always show current information.
D) will be translated to the National Language.

4. 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) 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".
B) Close the PMR.
C) Re-entitle the PMR for any product and work on the PMR.
D) 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.

5. Which one of the following troubleshooting and diagnostic tools available for customers, is designed to primarily help answer questions and gather data for support personnel.

A) IBM Support Assistant
B) IBM Software Assistant
C) IBM Assist on Site
D) IBM Electronic Knowledge Database

Solutions: