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IBM C9510-526 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Application Integration Middleware Fundamentals25%- Basic Troubleshooting Concepts
- Common Integration Patterns
- WebSphere Integration Architecture
Topic 2: IBM Support Tools & Resources30%- Assist On Site (AOS)
- IBM Support Assistant (ISA)
- Knowledge Base & Entitlement Systems
Topic 3: Customer Communication & Service Standards10%- Follow-up & Resolution Communication
- Effective Customer Interaction
Topic 4: Support Processes & PMR Management35%- Documentation & Case Handling Standards
- Severity Levels & Escalation Procedures
- Problem Management Record (PMR) Lifecycle

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

Question #1

Which one of the following is not a way to show good communication with our customers?

  • A. Show a positive attitude.
  • B. Keep the focus on the goal of solving the problem.
  • C. Match the customer's technical language and technical level.
  • D. Show lack of interest to how the problem is impacting the customer.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #2

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

  • A. During Problem Management Record (PMR) closure.
  • B. After the customer has been contacted for the first time.
  • C. When analyzing the problem.
  • D. Before escalating the PMR to L2 support.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #3

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. 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".
  • C. Re-entitle the PMR for any product and work on the PMR.
  • D. 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.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #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 engage their development team, and then close the PMR.
  • B. close the PMR.
  • C. ask the customer to engage IBM Services, and then close the PMR.
  • D. ask the customer to contact their Account Representative, and then close the PMR.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Question #5

What is measured by Service Given Days? The number of days from Call Entry (CE) to the:

  • A. first instance of a final service given code on PMRs.
  • B. non-definitive last service given code on PMRs.
  • C. last instance of a final service given code on PMRs.
  • D. T9 service given code.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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