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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

Question 1

Which command should be used within RETAIN to find the archived Problem Management Record (PMR) 12340.130,702?

A. N;RTA/1/P;12340B130C702
B. N;RS4/1/P;12340 B130C702
C. N;RTA/1/A;12340B130C702
D. N;RS4/1/A;12340B130C702

Question 2

On EcuRepwhat file action for the problem analysis section is valid?

A. IBM Thread and Monitor Analyzer
B. Explore
C. Log analyzer
D. Search Files

Question 3

Explain why the customer would use a Problem Management Record (PMR) online tool (e.g.. Electronic Service Request (ESR), Service Request (SR))?
It is an IBM application where customers can:

A. search for old PMRs, including their own.
B. register and ask for software support.
C. open, update and list their PMRs.
D. download official patches and fixes for their PMRs.

Question 4

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 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
B. 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.
C. Call Generate a new Severity 2 secondary PMR onto the L2 queue.
D. Call Generate a new Severity 2 secondary PMR onto the L1 queue

Question 5

Which one of the following is not a way to show good communication with our customers?

A. Show lack of interest to how the problem is impacting the customer.
B. Keep the focus on the goal of solving the problem.
C. Show a positive attitude.
D. Match the customer's technical language and technical level.

Solutions: