IBM C9510-526 real exam prep : 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:

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

2. The L1 support professional received a secondary Problem Management Record (PMR) and needs to requeue this secondary PMR to the primary PMR location. Which function does the L1 support professional use to locate the primary PMR using CallCenter?

A) List Queues
B) List Calls
C) ListPMRs
D) List Primary

3. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?

A) Choose a date that is best for the L1 support professional.
B) Inform the customer in writing of the date of the next follow up, and set the date to that date.
C) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
D) If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.

4. When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?

A) Call or email them, both are useful tools of communication.
B) Email the customer as it is quicker than calling them.
C) Communicate in the fashion desired by the customer.
D) Call the customer as it is quicker to talk to them to figure out the issue.

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

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

Solutions: