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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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 L1 queue
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 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.

2. Which one of the following functions is provided by the Technical Support organization flashes?

A) Advanced Search, List by submitter. Activity last month
B) Search, List by Product ID, Activity last 12 month
C) List by Product Activity last 12 month. Search by submitter
D) List by product. Activity last month. List by Doc ID

3. At what stage must the OneTeam Format Alter (1654) be completed?

A) During Problem Management Record (PMR) closure.
B) Before escalating the PMR to L2 support.
C) When analyzing the problem.
D) After the customer has been contacted for the first time.

4. 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) 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.
B) 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.
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.

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

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

Solutions: