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IBM C9510-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Application Integration Middleware Fundamentals | 25% | - WebSphere Integration Architecture - Common Integration Patterns - Basic Troubleshooting Concepts |
| Customer Communication & Service Standards | 10% | - Effective Customer Interaction - Follow-up & Resolution Communication |
| Support Processes & PMR Management | 35% | - Severity Levels & Escalation Procedures - Documentation & Case Handling Standards - Problem Management Record (PMR) Lifecycle |
| IBM Support Tools & Resources | 30% | - IBM Support Assistant (ISA) - Knowledge Base & Entitlement Systems - Assist On Site (AOS) |
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
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 engage their development team, and then close the PMR.
- B. ask the customer to engage IBM Services, and then close the PMR.
- C. close the PMR.
- D. ask the customer to contact their Account Representative, and then close the PMR.
Correct Answer: B 🗳️
A L1 support professional has received an email from a customer in reply to a request for additional information.
Which one of the following is the correct course of action to updating the PMR?
The L1 support professional should copy the email:
- A. the error information down to just the relevant section and remove any confidential information
- B. editing out all of the error information, including any confidential information
- C. Editingthe error information down to just the relevant section
- D. in its entirety
Correct Answer: C 🗳️
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. ListPMRs
- B. List Primary
- C. List Queues
- D. List Calls
Correct Answer: C 🗳️
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. 3
- B. 2
- C. 1
- D. 4
Correct Answer: C 🗳️
Which one of the following functions is provided by the Technical Support organization flashes?
- A. List by product. Activity last month. List by Doc ID
- B. List by Product Activity last 12 month. Search by submitter
- C. Advanced Search, List by submitter. Activity last month
- D. Search, List by Product ID, Activity last 12 month
Correct Answer: C 🗳️
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