IBM Application Integration Middleware L1 Support Application Development

Question 1

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. intent.

D. information.

Correct Answer: B

Question 2

Premium Support offerings are services that provide:

A. additional and specialized support on Operating Systems or Middleware products.

B. additional and specialized support on Operating Systems.

C. specialized support on Operating Systems or Middleware products

D. additional and specialized support on Middleware products.

Correct Answer: B

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Question 3

While working a Problem Management Record (PMR), a Level 1 support professional learns that the PMR has been added to an existing Critical Situation (CritSit) for the customer. What needs to be done to ensure proper handling of the PMR?

A. Update the CritSit field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Projectoffice.

B. Update the Complaint field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.

C. Update the CritSit field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.

D. Update the Complaint field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.

Correct Answer: C

Question 4

When writing instructions to a customer, creating technical documentation, or updating a Problem Management (PMR), which is the best way to ensure ease of comprehension and completeness?
Utilize paragraph:

A. and screen prints.

B. format only.

C. numbered items, and screen prints.

D. and numbered items.

Correct Answer: A

Question 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. the Front End monitored queue

B. nothing, the Next Queue field is only used for escalation

C. the Back End monitored queue

D. nothing, the Next Queue will be filled in by the BackEnd

Correct Answer: A

Question 6

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. chat only

C. shared keyboard and mouse

D. view only

Correct Answer: A

IBM Application Integration Middleware L1 Support Application Development - C9510-526 Exam Practice Test

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