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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?

A) Advise the customer a Proactive Critical Situation (CritSit) is being opened.
B) Advise the customer that IBM is doing everything possible to resolve their PMRs.
C) Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
D) Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.

2. The server "ftp.ecurep.ibm.com" is an anonymous FTP server, who can access this server?

A) IBM employees and Customers who are registered in ECuRep
B) IBM employees that are registered in ECuRep.
C) Only IBM employees where they can access it from the intranet.
D) Every one as it'sacess is public from the internet.

3. Which of the required fields in a Design Change Request (DCR) has the most influence on the decision whether a requested functionality will be added to a product?

A) Requested Completion Date
B) Priority
C) Description
D) IBM business justification

4. While working a Problem Management Record (PMR), a Level 1 support professional learns that the PMR has been added to an existing Critical Situation (CritSit) for the customer. What needs to be done to ensure proper handling of the PMR?

A) Update the Complaint field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
B) Update the Complaint field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.
C) Update the CritSit field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Projectoffice.
D) Update the CritSit field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.

5. What is the usage of the Post Sales database (PSdb) Web site?

A) It helps support professionals determine what documents they will need from the customer according to their product.
B) It allows the customers to search for their problem in other reported Problem Management Records (PMRs)
C) It allows the Support Professionals to search for their problem in other reported PMRs.
D) It allows both customers and Support professionals to search for their problem in other reported PMRs.

Solutions: