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IBM C9510-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Support Processes & PMR Management | 35% | - Documentation & Case Handling Standards - Severity Levels & Escalation Procedures - Problem Management Record (PMR) Lifecycle |
| IBM Support Tools & Resources | 30% | - Knowledge Base & Entitlement Systems - IBM Support Assistant (ISA) - Assist On Site (AOS) |
| Customer Communication & Service Standards | 10% | - Follow-up & Resolution Communication - Effective Customer Interaction |
| Application Integration Middleware Fundamentals | 25% | - Common Integration Patterns - Basic Troubleshooting Concepts - WebSphere Integration Architecture |
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?
- A. Discuss with a coworker as to whether the PMR should be closed.
- B. Close the PMR without asking the customer if there is anything else IBM can help with.
- 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. Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.
Correct Answer: B 🗳️
A customer opens a Problem Management Record (PMR) electronically and provides a ComplD. The Level 1 support professional cannotfind entitlement for this CompID. When informing the customer that no support contract was found, the customer sends a fax to the L1 support professional with the customer's support document including the Passport Advantage number and customer number.What should the L1 support professional do in this case?
- A. Re-entitle the PMR for any product and work on the PMR.
- B. Create a secondary PMR and requeue it to the entitlement exception team and requeue the primary PMR to the feedback queue until notified by the entitlement exception team.
- C. Close the PMR.
- D. Create a secondary PMR and requeue it to the entitlement exception team and work on the primary PMR after entitling it with "no valid contract".
Correct Answer: B 🗳️
Where can a published Technotebe found?
- A. in RETAIN
- B. in the LI Support teamroom
- C. on the IBM Support Web site
- D. inCallCenter
Correct Answer: C 🗳️
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 on a daily basis, 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 in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.
Correct Answer: C 🗳️
Which command should be used within RETAIN to find the archived Problem Management Record (PMR) 12340.130,702?
- A. N;RTA/1/A;12340B130C702
- B. N;RTA/1/P;12340B130C702
- C. N;RS4/1/A;12340B130C702
- D. N;RS4/1/P;12340 B130C702
Correct Answer: D 🗳️
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