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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Which one of the following troubleshooting and diagnostic tools available for customers, is designed to primarily help answer questions and gather data for support personnel.

A) IBM Software Assistant
B) IBM Assist on Site
C) IBM Electronic Knowledge Database
D) IBM Support Assistant

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

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

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) format only.
B) and numbered items.
C) and screen prints.
D) numbered items, and screen prints.

5. The IBM Support Assistant (ISA) Blue tool is an?

A) internal tool to capture audit trail information of customer navigation to support site.
B) tool for both internal and external use
C) internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
D) externally available tool for customers

Solutions: