IBM Application Integration Middleware L1 Support Application Development : C9510-526

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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

Question 1

Communication is not what the L1 support professional says. It is what the customer hears and what they think the L1 support professional meant. It is the perception. NOT the:

A. intent.
B. information.
C. words.
D. understanding.

Question 2

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

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

Question 3

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. 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.
D. 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.

Question 4

As a L1 support professional there are numerous Problem Management Record (PMR) tools that canbeutilized. When should Assist On Site (AOS) be used instead of IBM Support Assistant (ISA)?
To:

A. search numerous databases concurrently
B. remote log-in to a client's machine to assist in gathering log files
C. collect the correct set of documentation
D. run diagnostic tools

Question 5

A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A. ask the customer to contact their Account Representative, and then close the PMR.
B. close the PMR.
C. ask the customer to engage IBM Services, and then close the PMR.
D. ask the customer to engage their development team, and then close the PMR.

Solutions: