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IBM C2180-526 Actual Tests : IBM Application Integration Middleware L1 Support Application Development
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IBM C2180-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Support Processes & PMR Management | 35% | - Documentation & Case Handling Standards - Problem Management Record (PMR) Lifecycle - Severity Levels & Escalation Procedures |
| Customer Communication & Service Standards | 10% | - Effective Customer Interaction - Follow-up & Resolution Communication |
| Application Integration Middleware Fundamentals | 25% | - Basic Troubleshooting Concepts - WebSphere Integration Architecture - Common Integration Patterns |
| IBM Support Tools & Resources | 30% | - IBM Support Assistant (ISA) - Assist On Site (AOS) - Knowledge Base & Entitlement Systems |
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
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. editing out all of the error information, including any confidential information
- D. the error information down to just the relevant section and remove any confidential information
Correct Answer: B 🗳️
While talking to a customer regarding a Problem Management (PMR), the customer raises
a different "moderate impact" question.
What should the L1 support professional do?
Answer the unrelated question and:
- A. open a new severity 3 PMR.
- B. document it in the current PMR.
- C. open a new PMR at the same severity as the original PMR.
- D. do nothing further.
Correct Answer: C 🗳️
What would a L1 support professional use Really Simple Syndication (RSS) feed for?
- A. to change a Web page.
- B. to subscribe to updates from a Web page.
- C. as a reliable tool for Site Services.
- D. to program an application.
Correct Answer: C 🗳️
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. Close the PMR.
- B. 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".
- 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 requeue the primary PMR to the feedback queue until notified by the entitlement exception team.
Correct Answer: D 🗳️
On EcuRepwhat file action for the problem analysis section is valid?
- A. IBM Thread and Monitor Analyzer
- B. Log analyzer
- C. Search Files
- D. Explore
Correct Answer: D 🗳️
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