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IBM C2180-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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) 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".
D) Close the PMR.

2. Prior to transferring a FrontEnd Problem Management Record (PMR) to the BackEnd , a problem summary should be added to the PMR. The FrontEnd process uses the term BEDANT to describe the mandatory information that must be included in the problem summary.
What does the T in BEDANT stand for?

A) Transaction data
B) Target
C) Transfer
D) Test Case

3. 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) search numerous databases concurrently
B) run diagnostic tools
C) collect the correct set of documentation
D) remote log-in to a client's machine to assist in gathering log files

4. A L1 support professional has received an email from a customer in reply to a request for additional information.
Which one of the following is the correct course of action to updating the PMR?
The L1 support professional should copy the email:

A) in its entirety
B) Editingthe error information down to just the relevant section
C) the error information down to just the relevant section and remove any confidential information
D) editing out all of the error information, including any confidential information

5. What would a L1 support professional use Really Simple Syndication (RSS) feed for?

A) as a reliable tool for Site Services.
B) to program an application.
C) to subscribe to updates from a Web page.
D) to change a Web page.

Solutions: