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IBM C9510-526 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Application Integration Middleware Fundamentals | - Middleware Concepts
|
| Topic 2: L1 Support Processes | - Support Operations
|
| Topic 3: Troubleshooting and Diagnostics | - Problem Analysis
|
| Topic 4: Application Development Support | - Development Environment
|
| Topic 5: Support Tools and Best Practices | - Support Resources
|
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?
- A. IBMTechnotes
- B. IBMTechbooks
- C. IBMRedbooks
- D. IBMBluebooks
Correct Answer: C 🗳️
A customer opens a Problem Management Record (PMR) electronically and provides a ComplD. The Level 1 support professional cannotfind entitlement for this CompID. When informing the customer that no support contract was found, the customer sends a fax to the L1 support professional with the customer's support document including the Passport Advantage number and customer number.What should the L1 support professional do in this case?
- A. Re-entitle the PMR for any product and work on the PMR.
- B. Create a secondary PMR and requeue it to the entitlement exception team and work on the primary PMR after entitling it with "no valid contract".
- C. Create a secondary PMR and requeue it to the entitlement exception team and requeue the primary PMR to the feedback queue until notified by the entitlement exception team.
- D. Close the PMR.
Correct Answer: C 🗳️
On EcuRepwhat file action for the problem analysis section is valid?
- A. Search Files
- B. Explore
- C. Log analyzer
- D. IBM Thread and Monitor Analyzer
Correct Answer: B 🗳️
The customer has expressed their concern on one of their Severity 1 Priority 1 Problem Management Records (PMRs)and has requested a call back from management. The L1 support professional needs to inform the Duty manager about the customer's escalation.
How does the L1 support professional find the Duty manager?
From the:
- A. Account Representative responsible for the customer
- B. PMR scratch pad
- C. BluePages
- D. Contact Reference File (CRF)
Correct Answer: D 🗳️
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. take over / full control
- B. chat only
- C. shared keyboard and mouse
- D. view only
Correct Answer: A 🗳️
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