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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. When writing instructions to a customer, creating technical documentation, or updating a Problem Management (PMR), which is the best way to ensure ease of comprehension and completeness?
Utilize paragraph:

A) and screen prints.
B) format only.
C) and numbered items.
D) numbered items, and screen prints.

2. At what stage must the OneTeam Format Alter (1654) be completed?

A) After the customer has been contacted for the first time.
B) During Problem Management Record (PMR) closure.
C) Before escalating the PMR to L2 support.
D) When analyzing the problem.

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

4. 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 that IBM is doing everything possible to resolve their PMRs.
C) Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
D) Advise the customer a Proactive Critical Situation (CritSit) is being opened.

5. Which of the required fields in a Design Change Request (DCR) has the most influence on the decision whether a requested functionality will be added to a product?

A) Requested Completion Date
B) Priority
C) Description
D) IBM business justification

Solutions: