IBM C9510-526 : IBM Application Integration Middleware L1 Support Application Development

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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Explain why the customer would use a Problem Management Record (PMR) online tool (e.g.. Electronic Service Request (ESR), Service Request (SR))?
It is an IBM application where customers can:

A) register and ask for software support.
B) open, update and list their PMRs.
C) search for old PMRs, including their own.
D) download official patches and fixes for their PMRs.

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

A) It allows the Support Professionals to search for their problem in other reported PMRs.
B) It helps support professionals determine what documents they will need from the customer according to their product.
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. The customer has expressed their concern on one of their Severity 1 Priority 1 Problem Management Records (PMRs)and has requested a call back from management. The L1 support professional needs to inform the Duty manager about the customer's escalation.
How does the L1 support professional find the Duty manager?
From the:

A) Contact Reference File (CRF)
B) PMR scratch pad
C) Account Representative responsible for the customer
D) BluePages

4. A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A) ask the customer to engage IBM Services, and then close the PMR.
B) ask the customer to contact their Account Representative, and then close the PMR.
C) close the PMR.
D) ask the customer to engage their development team, and then close the PMR.

5. 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 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.
B) 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.
C) 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.
D) 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.

Solutions: