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IBM C9510-526 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Tools and Support Processes | - Support tools usage
|
| Troubleshooting and Diagnostics | - Diagnostic procedures
|
| Fundamentals of Application Integration Middleware Support | - Middleware architecture and components
|
| Customer Support and Problem Management | - Handling customer inquiries
|
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
What is the best reason for quality written technical communication?
- A. Allows IBM to be competitive, provides greater understanding of message, and ensure less confusion of meaning and intent.
- B. To ensure our clients can read and understand emails.
- C. Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent.
- D. To ensure our customers can understand what has been written.
Correct Answer: A 🗳️
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 that it takes time and many cycles to resolve a PMR and to be more patient.
- B. Advise the customer a Proactive Critical Situation (CritSit) is being opened.
- C. Advise the customer that IBM is doing everything possible to resolve their PMRs.
- D. Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
Correct Answer: B 🗳️
The IBM Support Assistant (ISA) Blue tool is an?
- A. externally available tool for customers
- B. tool for both internal and external use
- C. internal tool to capture audit trail information of customer navigation to support site.
- D. internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
Correct Answer: B 🗳️
While talking to a customer regarding a Problem Management (PMR), the customer raises
a different "moderate impact" question.
What should the L1 support professional do?
Answer the unrelated question and:
- A. open a new PMR at the same severity as the original PMR.
- B. open a new severity 3 PMR.
- C. document it in the current PMR.
- D. do nothing further.
Correct Answer: A 🗳️
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. Contact Reference File (CRF)
- B. PMR scratch pad
- C. BluePages
- D. Account Representative responsible for the customer
Correct Answer: A 🗳️
