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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:

A) RETAIN Notify to send Problem Management Report (PMR) notification.
B) an email address to send notification when password is locked.
C) CallCenter to authenticate at the login time.
D) notification to the resolution team on critsit PMRs

2. 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 field is only used for escalation
B) the Front End monitored queue
C) the Back End monitored queue
D) nothing, the Next Queue will be filled in by the BackEnd

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

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

4. 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) shared keyboard and mouse
C) view only
D) take over / full control

5. 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.

Solutions: