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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

Question 1

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

Question 2

What is measured by Service Given Days? The number of days from Call Entry (CE) to the:

A. last instance of a final service given code on PMRs.
B. T9 service given code.
C. non-definitive last service given code on PMRs.
D. first instance of a final service given code on PMRs.

Question 3

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. Editingthe error information down to just the relevant section
B. the error information down to just the relevant section and remove any confidential information
C. in its entirety
D. editing out all of the error information, including any confidential information

Question 4

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

Question 5

A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

A. Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
B. Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.
C. Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.
D. Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.

Solutions: