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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A useful Add-on is missing from the IBM Support Assistant Tool. What does the Level 1 support professional needs to do?

A) Update workbench with Add-on.
B) Use IBM Support Assistant Lite with Add-on.
C) Reinstall latest version of workbench.
D) Reinstall Add-on.

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

3. A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?

A) 2
B) 3
C) 1
D) 4

4. Communication is not what the L1 support professional says. It is what the customer hears and what they think the L1 support professional meant. It is the perception. NOT the:

A) words.
B) understanding.
C) intent.
D) information.

5. A L1 support professional needs to assist the customer in collecting log files. Which is the best state of Assist on Site (AOS) to do this?

A) shared keyboard and mouse
B) chat only
C) take over / full control
D) view only

Solutions: