IBM WebSphere C9510-526

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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

2. A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:

A) Call Generate a new Severity 2 secondary PMR onto the L2 queue.
B) ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
C) Call Generate a new Severity 2 secondary PMR onto the L1 queue
D) Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.

3. Why is performing follow up (FUP) on the date set important?

A) To show the customer that they have not responded.
B) It shows commitment to our customers by the support professional.
C) To ensure the customer knows they need to send in files.
D) It shows the customer that the Problem Management Record (PMR) is in need of being worked on.

4. Which one of the following functions is provided by the Technical Support organization flashes?

A) Advanced Search, List by submitter. Activity last month
B) List by Product Activity last 12 month. Search by submitter
C) Search, List by Product ID, Activity last 12 month
D) List by product. Activity last month. List by Doc ID

5. Where can a published Technotebe found?

A) in RETAIN
B) inCallCenter
C) on the IBM Support Web site
D) in the LI Support teamroom

Solutions:

Question # 1 Answer: A

Question # 2 Answer: D

Question # 3 Answer: C

Question # 4 Answer: A

Question # 5 Answer: C