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| Certification Vendor: | IBM |
| Exam Name: | IBM Application Integration Middleware L1 Support Application Development |
| Exam Number: | C9510-526 |
| Available Languages: | English |
| Exam Format: | Multiple-choice / Multiple-answer questions |
| Related Certifications: | IBM Certified Integration Developer – C9510-526 IBM Certified Integration Developer – A2180-607 WebSphere Process Server Integration Development IBM Certified Integration Developer – C9550-270 Business Process Manager Advanced IBM Certified Integration Developer – C9550-273 Business Process Manager Advanced Integration Development |
| Real Exam Qty: | 55 |
| Sample Questions: | IBM C9510-526 Sample Questions |
| Exam Way: | Typically delivered through Pearson VUE testing centers or authorized IBM testing providers. |
| Pre Condition: | Recommended to have foundational knowledge of IBM middleware products and practical experience in support or operations roles. |
| Section | Objectives |
|---|---|
| Customer Support and Problem Management | - Handling customer inquiries
|
| Tools and Support Processes | - Support tools usage
|
| Troubleshooting and Diagnostics | - Diagnostic procedures
|
| Fundamentals of Application Integration Middleware Support | - Middleware architecture and components
|
1. What information does the Hours Per Problem (HPP) metric measure? It measures the:
A) average number of Electronic Programming Service Activity Report (EPSAR) hours on PMRs handled by all L1 support.
B) total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).
C) average number of EPSAR hours on PMRs handled by the L1 support professional.
D) average number of PMRs handled by the L1 support professional per month.
2. 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) Close the PMR.
B) Re-entitle the PMR for any product and work on the PMR.
C) 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.
D) 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".
3. When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?
A) Call the customer as it is quicker to talk to them to figure out the issue.
B) Email the customer as it is quicker than calling them.
C) Communicate in the fashion desired by the customer.
D) Call or email them, both are useful tools of communication.
4. Which one of the following functions is provided by the Technical Support organization flashes?
A) Search, List by Product ID, Activity last 12 month
B) List by Product Activity last 12 month. Search by submitter
C) Advanced Search, List by submitter. Activity last month
D) List by product. Activity last month. List by Doc ID
5. Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?
A) IBMBluebooks
B) IBMRedbooks
C) IBMTechbooks
D) IBMTechnotes
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: B |
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