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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) close the PMR.
D) ask the customer to engage IBM Services, and then close the PMR.

2. Which one of the following is a valid format when sending a file to ECuRep?

A) 87656 724999.config.txt
B) 87876765724config.txt
C) 87654.0L049config.txt
D) 87876.724.0LDconfig.txt

3. A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:

A) Call Generate a new Severity 2 secondary PMR onto the L2 queue.
B) Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
C) Call Generate a new Severity 2 secondary PMR onto the L1 queue
D) ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.

4. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?

A) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
B) Choose a date that is best for the L1 support professional.
C) Inform the customer in writing of the date of the next follow up, and set the date to that date.
D) If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.

5. What would a L1 support professional use Really Simple Syndication (RSS) feed for?

A) to subscribe to updates from a Web page.
B) to change a Web page.
C) as a reliable tool for Site Services.
D) to program an application.

Solutions: