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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

2. When writing instructions to a customer, creating technical documentation, or updating a Problem Management (PMR), which is the best way to ensure ease of comprehension and completeness?
Utilize paragraph:

A) and screen prints.
B) and numbered items.
C) numbered items, and screen prints.
D) format only.

3. The customer has expressed their concern on one of their Severity 1 Priority 1 Problem Management Records (PMRs)and has requested a call back from management. The L1 support professional needs to inform the Duty manager about the customer's escalation.
How does the L1 support professional find the Duty manager?
From the:

A) PMR scratch pad
B) BluePages
C) Contact Reference File (CRF)
D) Account Representative responsible for the customer

4. Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?

A) IBMBluebooks
B) IBMTechbooks
C) IBMRedbooks
D) IBMTechnotes

5. 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.

Solutions: