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IBM C9510-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Customer Communication & Service Standards | 10% | - Effective Customer Interaction - Follow-up & Resolution Communication |
| Support Processes & PMR Management | 35% | - Documentation & Case Handling Standards - Problem Management Record (PMR) Lifecycle - Severity Levels & Escalation Procedures |
| Application Integration Middleware Fundamentals | 25% | - Common Integration Patterns - WebSphere Integration Architecture - Basic Troubleshooting Concepts |
| IBM Support Tools & Resources | 30% | - IBM Support Assistant (ISA) - Knowledge Base & Entitlement Systems - Assist On Site (AOS) |
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
A Level 1 support professional would like to be kept informed of product-specific news or updated support content, such as publications, hints and tips, technical notes, product flashes (alerts)and downloads, and drivers. What is the advantage of the My Support webpage?
The information:
- A. can be personalized.
- B. can be refreshed to always show current information.
- C. can be animated like a Power Point presentation.
- D. will be translated to the National Language.
Correct Answer: A 🗳️
What is the encryption level and method that is used by Assist On-site (AOS)?
- A. 128-bit Data Encryption Standard (DES)
- B. 256-bit Triple Data Encryption Standard (DES)
- C. 64-bit Advanced Encryption Standard (AES)
- D. 128-bit Advanced Encryption Standard (AES)
Correct Answer: B 🗳️
Premium Support offerings are services that provide:
- A. additional and specialized support on Middleware products.
- B. additional and specialized support on Operating Systems.
- C. additional and specialized support on Operating Systems or Middleware products.
- D. specialized support on Operating Systems or Middleware products
Correct Answer: B 🗳️
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Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?
- A. IBMRedbooks
- B. IBMTechnotes
- C. IBMTechbooks
- D. IBMBluebooks
Correct Answer: A 🗳️
As a L1 support professional there are numerous Problem Management Record (PMR) tools that canbeutilized. When should Assist On Site (AOS) be used instead of IBM Support Assistant (ISA)?
To:
- A. run diagnostic tools
- B. search numerous databases concurrently
- C. remote log-in to a client's machine to assist in gathering log files
- D. collect the correct set of documentation
Correct Answer: B 🗳️
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