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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. When writing a technical document which will be available for both internal and external use, how should the L1 support professional utilize acronyms?

A) Use them; write out the name then in parenthesis place the acronym.
B) Do not use them as the external and internal users may not know them.
C) Do not use them as the external users may not know them.
D) Use them; if people do not know then it is up to them to figure them out.

2. 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 personalized.
C) will be translated to the National Language.
D) can be refreshed to always show current information.

3. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?

A) If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.
B) Choose a date that is best for the L1 support professional.
C) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
D) Inform the customer in writing of the date of the next follow up, and set the date to that date.

4. Which one of the following is not a service of the IBM Passport Advantage offering?

A) product updates
B) 24x7 support on all Problem Management Records (PMRs)
C) software maintenance and support
D) software download and licensing

5. A L1 support professional receives a new Problem Management Report (PMR) and the
Next Queue field has not been set. What should be inserted into the Next Queue field?

A) nothing, the Next Queue will be filled in by the BackEnd
B) nothing, the Next Queue field is only used for escalation
C) the Front End monitored queue
D) the Back End monitored queue

Solutions: