Easy to use certification guide for C9510-526 - IBM Application Integration Middleware L1 Support Application Development
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IBM C9510-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Application Integration Middleware Fundamentals | 25% | - WebSphere Integration Architecture - Common Integration Patterns - Basic Troubleshooting Concepts |
| Topic 2: Customer Communication & Service Standards | 10% | - Follow-up & Resolution Communication - Effective Customer Interaction |
| Topic 3: Support Processes & PMR Management | 35% | - Problem Management Record (PMR) Lifecycle - Severity Levels & Escalation Procedures - Documentation & Case Handling Standards |
| Topic 4: IBM Support Tools & Resources | 30% | - Knowledge Base & Entitlement Systems - Assist On Site (AOS) - IBM Support Assistant (ISA) |
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
Where can a published Technotebe found?
- A. in RETAIN
- B. on the IBM Support Web site
- C. in the LI Support teamroom
- D. inCallCenter
Correct Answer: B 🗳️
A L1 support professional has received an email from a customer in reply to a request for additional information.
Which one of the following is the correct course of action to updating the PMR?
The L1 support professional should copy the email:
- A. the error information down to just the relevant section and remove any confidential information
- B. Editingthe error information down to just the relevant section
- C. in its entirety
- D. editing out all of the error information, including any confidential information
Correct Answer: B 🗳️
Which one of the following is not a service of the IBM Passport Advantage offering?
- A. product updates
- B. 24x7 support on all Problem Management Records (PMRs)
- C. software download and licensing
- D. software maintenance and support
Correct Answer: D 🗳️
The IBM Support Assistant (ISA) Blue tool is an?
- A. internal tool to capture audit trail information of customer navigation to support site.
- B. externally available tool for customers
- C. tool for both internal and external use
- D. internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
Correct Answer: C 🗳️
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. 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.
- D. Call Generate a new Severity 2 secondary PMR onto the L1 queue
Correct Answer: B 🗳️
