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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:

A) that helps customers find answers and resolve issues with IBM software products.
B) to open an Enhancement Request.
C) for the customer entitlement process.
D) where customers are able to download software products.

2. What is the usage of the Post Sales database (PSdb) Web site?

A) It allows the customers to search for their problem in other reported Problem Management Records (PMRs)
B) It helps support professionals determine what documents they will need from the customer according to their product.
C) It allows both customers and Support professionals to search for their problem in other reported PMRs.
D) It allows the Support Professionals to search for their problem in other reported PMRs.

3. 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) intent.
C) understanding.
D) information.

4. When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?

A) Call or email them, both are useful tools of communication.
B) Communicate in the fashion desired by the customer.
C) Email the customer as it is quicker than calling them.
D) Call the customer as it is quicker to talk to them to figure out the issue.

5. 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) Use them; if people do not know then it is up to them to figure them out.
C) Do not use them as the external users may not know them.
D) Do not use them as the external and internal users may not know them.

Solutions: