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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?

A) Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.
B) Discuss with a coworker as to whether the PMR should be closed.
C) Ask the customer for positive confirmation that the problem is resolved and follow-up a week later even if the customer states the PMR may be closed.
D) Close the PMR without asking the customer if there is anything else IBM can help with.

2. Which one of the following is not a service of the IBM Passport Advantage offering?

A) product updates
B) software download and licensing
C) software maintenance and support
D) 24x7 support on all Problem Management Records (PMRs)

3. 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 lack of interest to how the problem is impacting the customer.
C) Show a positive attitude.
D) Keep the focus on the goal of solving the problem.

4. 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) intent.
D) understanding.

5. A L1 support professional receives a new Problem Management Report (PMR) and the
Next Queue field has not been set. What should be inserted into the Next Queue field?

A) nothing, the Next Queue will be filled in by the BackEnd
B) the Back End monitored queue
C) nothing, the Next Queue field is only used for escalation
D) the Front End monitored queue

Solutions: