IBM C9510-526

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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. As a L1 support professional there are numerous Problem Management Record (PMR) tools that canbeutilized. When should Assist On Site (AOS) be used instead of IBM Support Assistant (ISA)?
To:

A) collect the correct set of documentation
B) remote log-in to a client's machine to assist in gathering log files
C) run diagnostic tools
D) search numerous databases concurrently

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

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

3. 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) T9 service given code.
D) last instance of a final service given code on PMRs.

4. A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?

A) Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
B) Advise the customer that IBM is doing everything possible to resolve their PMRs.
C) Advise the customer a Proactive Critical Situation (CritSit) is being opened.
D) Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.

5. Which command should be used within RETAIN to find the archived Problem Management Record (PMR) 12340.130,702?

A) N;RS4/1/P;12340 B130C702
B) N;RTA/1/A;12340B130C702
C) N;RS4/1/A;12340B130C702
D) N;RTA/1/P;12340B130C702

Solutions: