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

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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

Question #1
Which one of the following is not a way to show good communication with our customers?

A. Match the customer's technical language and technical level.
B. Show a positive attitude.
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 #2
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.

Question #3
What is measured by Service Given Days? The number of days from Call Entry (CE) to the:

A. first instance of a final service given code on PMRs.
B. last instance of a final service given code on PMRs.
C. T9 service given code.
D. non-definitive last service given code on PMRs.

Question #4
Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:

A. notification to the resolution team on critsit PMRs
B. CallCenter to authenticate at the login time.
C. an email address to send notification when password is locked.
D. RETAIN Notify to send Problem Management Report (PMR) notification.

Question #5
A useful Add-on is missing from the IBM Support Assistant Tool. What does the Level 1 support professional needs to do?

A. Update workbench with Add-on.
B. Use IBM Support Assistant Lite with Add-on.
C. Reinstall latest version of workbench.
D. Reinstall Add-on.

Solutions: