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

2. Which one of the following is a valid format when sending a file to ECuRep?

A) 87654.0L049config.txt
B) 87876765724config.txt
C) 87876.724.0LDconfig.txt
D) 87656 724999.config.txt

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

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

5. What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:

A) to open an Enhancement Request.
B) for the customer entitlement process.
C) where customers are able to download software products.
D) that helps customers find answers and resolve issues with IBM software products.

Solutions: