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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

Question 1

A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?

A. Advise the customer a Proactive Critical Situation (CritSit) is being opened.
B. Advise the customer that IBM is doing everything possible to resolve their PMRs.
C. Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
D. Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.

Question 2

What is the best reason for quality written technical communication?

A. Allows IBM to be competitive, provides greater understanding of message, and ensure less confusion of meaning and intent.
B. To ensure our clients can read and understand emails.
C. Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent.
D. To ensure our customers can understand what has been written.

Question 3

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 Front End monitored queue
B. the Back 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

Question 4

The L1 support professional received a secondary Problem Management Record (PMR) and needs to requeue this secondary PMR to the primary PMR location. Which function does the L1 support professional use to locate the primary PMR using CallCenter?

A. List Calls
B. List Primary
C. List Queues
D. ListPMRs

Question 5

A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?

A. 1
B. 3
C. 2
D. 4

Solutions: