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IBM C9510-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Application Integration Middleware Fundamentals | 25% | - Basic Troubleshooting Concepts - Common Integration Patterns - WebSphere Integration Architecture |
| Customer Communication & Service Standards | 10% | - Follow-up & Resolution Communication - Effective Customer Interaction |
| IBM Support Tools & Resources | 30% | - Assist On Site (AOS) - IBM Support Assistant (ISA) - Knowledge Base & Entitlement Systems |
| Support Processes & PMR Management | 35% | - Severity Levels & Escalation Procedures - Problem Management Record (PMR) Lifecycle - Documentation & Case Handling Standards |
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
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 engage their development team, and then close the PMR.
- B. ask the customer to engage IBM Services, and then close the PMR.
- C. ask the customer to contact their Account Representative, and then close the PMR.
- D. close the PMR.
Correct Answer: B 🗳️
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. open a new severity 3 PMR.
- B. open a new PMR at the same severity as the original PMR.
- C. do nothing further.
- D. document it in the current PMR.
Correct Answer: B 🗳️
While working on a Problem Management Record (PMR), the L1 support professional is called to an urgent meeting. When returning from that meeting, it appears that the PMR is still dispatched. What is the correct action for the L1 support professional to take?
- A. Requeue the PMR using the "No Change" option to adjust time recording.
- B. Continue to work on the PMR and adjust time recording for the meeting.
- C. Continue to work on the PMR with no time adjustment.
- D. Immediately requeue the PMR with no time adjustment.
Correct Answer: B 🗳️
Which one of the following is a valid format when sending a file to ECuRep?
- A. 87876.724.0LDconfig.txt
- B. 87654.0L049config.txt
- C. 87876765724config.txt
- D. 87656 724999.config.txt
Correct Answer: D 🗳️
Explanation: Only visible for VCEDumps members. You can sign-up / login (it's free).
Which one of the following functions is provided by the Technical Support organization flashes?
- A. Advanced Search, List by submitter. Activity last month
- B. List by product. Activity last month. List by Doc ID
- C. Search, List by Product ID, Activity last 12 month
- D. List by Product Activity last 12 month. Search by submitter
Correct Answer: A 🗳️
