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

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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Which command should be used within RETAIN to find the archived Problem Management Record (PMR) 12340.130,702?

A) N;RS4/1/A;12340B130C702
B) N;RTA/1/P;12340B130C702
C) N;RS4/1/P;12340 B130C702
D) N;RTA/1/A;12340B130C702

2. 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) Contact Reference File (CRF)
B) Account Representative responsible for the customer
C) BluePages
D) PMR scratch pad

3. While working on a Problem Management Record (PMR), the L1 support professional is called to an urgent meeting. When returning from that meeting, it appears that the PMR is still dispatched. What is the correct action for the L1 support professional to take?

A) Requeue the PMR using the "No Change" option to adjust time recording.
B) Continue to work on the PMR and adjust time recording for the meeting.
C) Continue to work on the PMR with no time adjustment.
D) Immediately requeue the PMR with no time adjustment.

4. A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A) ask the customer to contact their Account Representative, and then close the PMR.
B) close the PMR.
C) ask the customer to engage their development team, and then close the PMR.
D) ask the customer to engage IBM Services, and then close the PMR.

5. A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:

A) ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
B) Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
C) Call Generate a new Severity 2 secondary PMR onto the L2 queue.
D) Call Generate a new Severity 2 secondary PMR onto the L1 queue

Solutions: