IBM Application Integration Middleware L1 Support Application Development : C9510-526

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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?

A) 1
B) 2
C) 4
D) 3

2. As a L1 support professional there are numerous Problem Management Record (PMR) tools that canbeutilized. When should Assist On Site (AOS) be used instead of IBM Support Assistant (ISA)?
To:

A) run diagnostic tools
B) search numerous databases concurrently
C) remote log-in to a client's machine to assist in gathering log files
D) collect the correct set of documentation

3. At what stage must the OneTeam Format Alter (1654) be completed?

A) After the customer has been contacted for the first time.
B) During Problem Management Record (PMR) closure.
C) Before escalating the PMR to L2 support.
D) When analyzing the problem.

4. A L1 support professional needs to assist the customer in collecting log files. Which is the best state of Assist on Site (AOS) to do this?

A) view only
B) shared keyboard and mouse
C) chat only
D) take over / full control

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 Front End monitored queue
C) the Back End monitored queue
D) nothing, the Next Queue field is only used for escalation

Solutions: