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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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) Call the customer as it is quicker to talk to them to figure out the issue.
C) Communicate in the fashion desired by the customer.
D) Call or email them, both are useful tools of communication.

2. A customer opened a PMR to request a fixpack for WebSphere Application Server. What action should the L1 support professional take?

A) Contact L3 to get fixpack.
B) Close the PMR as it is out of L1 support scope.
C) Post thread in developerWorks forum and direct the customer to it.
D) Search for fixpack and provide link and instruction to customer.

3. When writing a technical document which will be available for both internal and external use, how should the L1 support professional utilize acronyms?

A) Use them; write out the name then in parenthesis place the acronym.
B) Do not use them as the external and internal users may not know them.
C) Do not use them as the external users may not know them.
D) Use them; if people do not know then it is up to them to figure them out.

4. The customer has expressed their concern on one of their Severity 1 Priority 1 Problem Management Records (PMRs)and has requested a call back from management. The L1 support professional needs to inform the Duty manager about the customer's escalation.
How does the L1 support professional find the Duty manager?
From the:

A) PMR scratch pad
B) Account Representative responsible for the customer
C) BluePages
D) Contact Reference File (CRF)

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

Solutions: