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IBM C9510-526 Exam Syllabus Topics:

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

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

Correct Answer: A  🗳️

A useful Add-on is missing from the IBM Support Assistant Tool. What does the Level 1 support professional needs to do?

  • A. Use IBM Support Assistant Lite with Add-on.
  • B. Reinstall latest version of workbench.
  • C. Update workbench with Add-on.
  • D. Reinstall Add-on.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

A Level 1 support professional would like to be kept informed of product-specific news or updated support content, such as publications, hints and tips, technical notes, product flashes (alerts)and downloads, and drivers. What is the advantage of the My Support webpage?
The information:

  • A. can be animated like a Power Point presentation.
  • B. can be refreshed to always show current information.
  • C. can be personalized.
  • D. will be translated to the National Language.
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Communication is not what the L1 support professional says. It is what the customer hears and what they think the L1 support professional meant. It is the perception. NOT the:

  • A. words.
  • B. understanding.
  • C. information.
  • D. intent.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

When files are requested, a service given code of "W9" is utilized. What service given code is utilized when the files arrive?

  • A. 99
  • B. 39
  • C. R9
  • D. 19
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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