IBM C2180-526 Exam : IBM Application Integration Middleware L1 Support Application Development

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IBM C2180-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?

A) Advise the customer a Proactive Critical Situation (CritSit) is being opened.
B) Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
C) Advise the customer that IBM is doing everything possible to resolve their PMRs.
D) Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.

2. A useful Add-on is missing from the IBM Support Assistant Tool. What does the Level 1 support professional needs to do?

A) Update workbench with Add-on.
B) Reinstall latest version of workbench.
C) Reinstall Add-on.
D) Use IBM Support Assistant Lite with Add-on.

3. While working on a Problem Management Record (PMR), the L1 support professional is called to an urgent meeting. When returning from that meeting, it appears that the PMR is still dispatched. What is the correct action for the L1 support professional to take?

A) Continue to work on the PMR with no time adjustment.
B) Continue to work on the PMR and adjust time recording for the meeting.
C) Immediately requeue the PMR with no time adjustment.
D) Requeue the PMR using the "No Change" option to adjust time recording.

4. Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?

A) IBMBluebooks
B) IBMRedbooks
C) IBMTechbooks
D) IBMTechnotes

5. 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) will be translated to the National Language.
D) can be animated like a Power Point presentation.

Solutions: