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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Which one of the following is not a way to show good communication with our customers?

A) Match the customer's technical language and technical level.
B) Keep the focus on the goal of solving the problem.
C) Show a positive attitude.
D) Show lack of interest to how the problem is impacting the customer.

2. While working on a defect Problem Management Report (PMR). the customer needs extensive
"how to" assistance from the L1 support professional in obtaining needed documentation.
Report the time spent:

A) on the defect PMR.
B) using a service given code of R9.
C) using a service given code of T9.
D) on a new non-defect PMR.

3. As a L1 support professional there are numerous Problem Management Record (PMR) tools that canbeutilized. When should Assist On Site (AOS) be used instead of IBM Support Assistant (ISA)?
To:

A) collect the correct set of documentation
B) remote log-in to a client's machine to assist in gathering log files
C) search numerous databases concurrently
D) run diagnostic tools

4. What is the total time aOneTeam Severity 3 Problem Management Record (PMR) should be worked before passing to the BackEnd?

A) 5 business days
B) 3 business days
C) 1 hour
D) 4 hours

5. When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?

A) Email the customer as it is quicker than calling them.
B) Call the customer as it is quicker to talk to them to figure out the issue.
C) Call or email them, both are useful tools of communication.
D) Communicate in the fashion desired by the customer.

Solutions: