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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

Question 1

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 a Proactive Critical Situation (CritSit) is being opened.
B. Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
C. Advise the customer that IBM is doing everything possible to resolve their PMRs.
D. Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.

Question 2

Where can a published Technotebe found?

A. on the IBM Support Web site
B. in RETAIN
C. inCallCenter
D. in the LI Support teamroom

Question 3

A L1 support professional receives a new Problem Management Report (PMR) and the
Next Queue field has not been set. What should be inserted into the Next Queue field?

A. nothing, the Next Queue will be filled in by the BackEnd
B. the Back End monitored queue
C. nothing, the Next Queue field is only used for escalation
D. the Front End monitored queue

Question 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 that they agree 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 follow-up a week later even if the customer states the PMR may be closed.
D. Close the PMR without asking the customer if there is anything else IBM can help with.

Question 5

A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

A. Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
B. Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.
C. Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.
D. Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.

Solutions: