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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

Question 1

A customer opens a Problem Management Record (PMR) electronically and provides a ComplD. The Level 1 support professional cannotfind entitlement for this CompID. When informing the customer that no support contract was found, the customer sends a fax to the L1 support professional with the customer's support document including the Passport Advantage number and customer number.What should the L1 support professional do in this case?

A. Create a secondary PMR and requeue it to the entitlement exception team and work on the primary PMR after entitling it with "no valid contract".
B. Re-entitle the PMR for any product and work on the PMR.
C. Close the PMR.
D. Create a secondary PMR and requeue it to the entitlement exception team and requeue the primary PMR to the feedback queue until notified by the entitlement exception team.

Question 2

On EcuRepwhat file action for the problem analysis section is valid?

A. IBM Thread and Monitor Analyzer
B. Log analyzer
C. Explore
D. Search Files

Question 3

Why is performing follow up (FUP) on the date set important?

A. It shows commitment to our customers by the support professional.
B. To ensure the customer knows they need to send in files.
C. To show the customer that they have not responded.
D. It shows the customer that the Problem Management Record (PMR) is in need of being worked on.

Question 4

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

A. Inform the customer in writing of the date of the next follow up, and set the date to that date.
B. 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.
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. Choose a date that is best for the L1 support professional.

Question 5

Prior to transferring a FrontEnd Problem Management Record (PMR) to the BackEnd , a problem summary should be added to the PMR. The FrontEnd process uses the term BEDANT to describe the mandatory information that must be included in the problem summary.
What does the T in BEDANT stand for?

A. Target
B. Transfer
C. Test Case
D. Transaction data

Solutions: