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IBM C2180-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:

A) an email address to send notification when password is locked.
B) notification to the resolution team on critsit PMRs
C) RETAIN Notify to send Problem Management Report (PMR) notification.
D) CallCenter to authenticate at the login time.

2. What is measured by Service Given Days? The number of days from Call Entry (CE) to the:

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

3. While working a Problem Management Record (PMR), a Level 1 support professional learns that the PMR has been added to an existing Critical Situation (CritSit) for the customer. What needs to be done to ensure proper handling of the PMR?

A) Update the Complaint field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
B) Update the CritSit field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
C) Update the CritSit field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Projectoffice.
D) Update the Complaint field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.

4. A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?

A) 1
B) 4
C) 3
D) 2

5. 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.

Solutions: