IBM C9510-526

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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. While working a new PMR, the L1 support professional finds an Open Problem Management Record (PMR) with the same issue and error that is being worked by BackEnd support.
What should be entered into the Owner ID field?

A) the ID of the L1 Support professional
B) the Owner ID of the other PMR
C) the ID of the L2 support professional
D) nothing; leave it empty to avoid any confusion

2. What would a L1 support professional use Really Simple Syndication (RSS) feed for?

A) to subscribe to updates from a Web page.
B) to program an application.
C) to change a Web page.
D) as a reliable tool for Site Services.

3. A L1 support professional needs to assist the customer in collecting log files. Which is the best state of Assist on Site (AOS) to do this?

A) take over / full control
B) shared keyboard and mouse
C) view only
D) chat only

4. When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?

A) Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.
B) Discuss with a coworker as to whether the PMR should be closed.
C) Ask the customer for positive confirmation that the problem is resolved and follow-up a week later even if the customer states the PMR may be closed.
D) Close the PMR without asking the customer if there is anything else IBM can help with.

5. Why is performing follow up (FUP) on the date set important?

A) It shows the customer that the Problem Management Record (PMR) is in need of being worked on.
B) To show the customer that they have not responded.
C) To ensure the customer knows they need to send in files.
D) It shows commitment to our customers by the support professional.

Solutions: