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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A) ask the customer to contact their Account Representative, and then close the PMR.
B) ask the customer to engage their development team, and then close the PMR.
C) ask the customer to engage IBM Services, and then close the PMR.
D) close the PMR.

2. What is the usage of the Post Sales database (PSdb) Web site?

A) It helps support professionals determine what documents they will need from the customer according to their product.
B) It allows the Support Professionals to search for their problem in other reported PMRs.
C) It allows both customers and Support professionals to search for their problem in other reported PMRs.
D) It allows the customers to search for their problem in other reported Problem Management Records (PMRs)

3. Prior to transferring a FrontEnd Problem Management Record (PMR) to the BackEnd , a problem summary should be added to the PMR. The FrontEnd process uses the term BEDANT to describe the mandatory information that must be included in the problem summary.
What does the T in BEDANT stand for?

A) Test Case
B) Target
C) Transaction data
D) Transfer

4. When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?

A) Ask the customer for positive confirmation that the problem is resolved and follow-up a week later even if the customer states the PMR may be closed.
B) Discuss with a coworker as to whether the PMR should be closed.
C) Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.
D) Close the PMR without asking the customer if there is anything else IBM can help with.

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

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

Solutions: