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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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 to get with their Customer Support Rep to add the PMRs to their CritSit.
B) Advise the customer a Proactive Critical Situation (CritSit) is being opened.
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.

2. When writing instructions to a customer, creating technical documentation, or updating a Problem Management (PMR), which is the best way to ensure ease of comprehension and completeness?
Utilize paragraph:

A) and screen prints.
B) and numbered items.
C) numbered items, and screen prints.
D) format only.

3. Premium Support offerings are services that provide:

A) additional and specialized support on Operating Systems or Middleware products.
B) additional and specialized support on Middleware products.
C) additional and specialized support on Operating Systems.
D) specialized support on Operating Systems or Middleware products

4. 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 customers to search for their problem in other reported Problem Management Records (PMRs)
C) It allows both customers and Support professionals to search for their problem in other reported PMRs.
D) It allows the Support Professionals to search for their problem in other reported PMRs.

5. What information does the Hours Per Problem (HPP) metric measure? It measures the:

A) average number of EPSAR hours on PMRs handled by the L1 support professional.
B) average number of Electronic Programming Service Activity Report (EPSAR) hours on PMRs handled by all L1 support.
C) total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).
D) average number of PMRs handled by the L1 support professional per month.

Solutions: