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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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) Account Representative responsible for the customer
B) Contact Reference File (CRF)
C) PMR scratch pad
D) BluePages

2. 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 severity 3 PMR.
B) document it in the current PMR.
C) open a new PMR at the same severity as the original PMR.
D) do nothing further.

3. What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:

A) to open an Enhancement Request.
B) that helps customers find answers and resolve issues with IBM software products.
C) for the customer entitlement process.
D) where customers are able to download software products.

4. Which one of the following is not a service of the IBM Passport Advantage offering?

A) software maintenance and support
B) product updates
C) software download and licensing
D) 24x7 support on all Problem Management Records (PMRs)

5. 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 offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
D) internal tool to capture audit trail information of customer navigation to support site.

Solutions: