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IBM C9510-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Customer Communication & Service Standards | 10% | - Effective Customer Interaction - Follow-up & Resolution Communication |
| Support Processes & PMR Management | 35% | - Documentation & Case Handling Standards - Problem Management Record (PMR) Lifecycle - Severity Levels & Escalation Procedures |
| Application Integration Middleware Fundamentals | 25% | - WebSphere Integration Architecture - Common Integration Patterns - Basic Troubleshooting Concepts |
| IBM Support Tools & Resources | 30% | - Assist On Site (AOS) - IBM Support Assistant (ISA) - Knowledge Base & Entitlement Systems |
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
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. collect the correct set of documentation
- B. search numerous databases concurrently
- C. remote log-in to a client's machine to assist in gathering log files
- D. run diagnostic tools
Correct Answer: B 🗳️
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. chat only
- B. take over / full control
- C. shared keyboard and mouse
- D. view only
Correct Answer: B 🗳️
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. PMR scratch pad
- B. Contact Reference File (CRF)
- C. Account Representative responsible for the customer
- D. BluePages
Correct Answer: B 🗳️
A customer opened a PMR to request a fixpack for WebSphere Application Server. What action should the L1 support professional take?
- A. Close the PMR as it is out of L1 support scope.
- B. Post thread in developerWorks forum and direct the customer to it.
- C. Search for fixpack and provide link and instruction to customer.
- D. Contact L3 to get fixpack.
Correct Answer: D 🗳️
Premium Support offerings are services that provide:
- A. additional and specialized support on Operating Systems.
- B. additional and specialized support on Middleware products.
- C. additional and specialized support on Operating Systems or Middleware products.
- D. specialized support on Operating Systems or Middleware products
Correct Answer: A 🗳️
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