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IBM C9510-526 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Application Integration Middleware Fundamentals | - Middleware Concepts
|
| Topic 2: Support Tools and Best Practices | - Support Resources
|
| Topic 3: Troubleshooting and Diagnostics | - Problem Analysis
|
| Topic 4: L1 Support Processes | - Support Operations
|
| Topic 5: Application Development Support | - Development Environment
|
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
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 requeue the primary PMR to the feedback queue until notified by the entitlement exception team.
- 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 work on the primary PMR after entitling it with "no valid contract".
Correct Answer: B 🗳️
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 to get with their Customer Support Rep to add the PMRs to their CritSit.
- B. Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.
- C. Advise the customer that IBM is doing everything possible to resolve their PMRs.
- D. Advise the customer a Proactive Critical Situation (CritSit) is being opened.
Correct Answer: D 🗳️
Where can a published Technotebe found?
- A. in RETAIN
- B. on the IBM Support Web site
- C. in the LI Support teamroom
- D. inCallCenter
Correct Answer: B 🗳️
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 will be filled in by the BackEnd
- B. the Front End monitored queue
- C. nothing, the Next Queue field is only used for escalation
- D. the Back End monitored queue
Correct Answer: B 🗳️
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 Software Assistant
- B. IBM Assist on Site
- C. IBM Support Assistant
- D. IBM Electronic Knowledge Database
Correct Answer: C 🗳️
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