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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

Question 1

A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

A. Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
B. Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.
C. Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
D. Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.

Question 2

While talking to a customer regarding a Problem Management (PMR), the customer raises
a different "moderate impact" question.
What should the L1 support professional do?
Answer the unrelated question and:

A. document it in the current PMR.
B. open a new PMR at the same severity as the original PMR.
C. do nothing further.
D. open a new severity 3 PMR.

Question 3

The Format Alter (FA) 1654 has a timezone. TZ field.
This refers to the timezone of:

A. the customer contact
B. L1 support
C. L2 support
D. the customer's support contract

Question 4

Why is performing follow up (FUP) on the date set important?

A. To show the customer that they have not responded.
B. To ensure the customer knows they need to send in files.
C. It shows commitment to our customers by the support professional.
D. It shows the customer that the Problem Management Record (PMR) is in need of being worked on.

Question 5

When setting a follow up (FUP) date with the customer, what should the L1 support professional do?

A. Choose a date that is best for the L1 support professional.
B. If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.
C. In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
D. Inform the customer in writing of the date of the next follow up, and set the date to that date.

Solutions: