IBM Application Integration Middleware L1 Support Application Development

QUESTION NO: 1
What is measured by Service Given Days? The number of days from Call Entry (CE) to the:

A. last instance of a final service given code on PMRs. B. T9 service given code. C. non-definitive last service given code on PMRs. D. first instance of a final service given code on PMRs.

Correct Answer: D

QUESTION NO: 2
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. 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. B. Close the PMR. C. Re-entitle the PMR for any product and work on the PMR. D. 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".

Correct Answer: A

QUESTION NO: 3
The customer has expressed their concern on one of their Severity 1 Priority 1 Problem Management Records (PMRs)and has requested a call back from management. The L1 support professional needs to inform the Duty manager about the customer's escalation.
How does the L1 support professional find the Duty manager?
From the:

A. BluePages B. Contact Reference File (CRF) C. Account Representative responsible for the customer D. PMR scratch pad

Correct Answer: B

QUESTION NO: 4
Which command should be used within RETAIN to find the archived Problem Management Record (PMR) 12340.130,702?

A. N;RTA/1/A;12340B130C702 B. N;RS4/1/A;12340B130C702 C. N;RS4/1/P;12340 B130C702 D. N;RTA/1/P;12340B130C702

Correct Answer: C

QUESTION NO: 5
What is the encryption level and method that is used by Assist On-site (AOS)?

A. 128-bit Advanced Encryption Standard (AES) B. 64-bit Advanced Encryption Standard (AES) C. 128-bit Data Encryption Standard (DES) D. 256-bit Triple Data Encryption Standard (DES)

Correct Answer: D

QUESTION NO: 6
A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A. ask the customer to contact their Account Representative, and then close the PMR. B. close the PMR. C. ask the customer to engage IBM Services, and then close the PMR. D. ask the customer to engage their development team, and then close the PMR.

Correct Answer: C

IBM Application Integration Middleware L1 Support Application Development - C9510-526 Exam Questions