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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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 refreshed to always show current information.
B) can be personalized.
C) will be translated to the National Language.
D) can be animated like a Power Point presentation.

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

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 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.
B) 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.
C) 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.
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. Communication is not what the L1 support professional says. It is what the customer hears and what they think the L1 support professional meant. It is the perception. NOT the:

A) information.
B) understanding.
C) words.
D) intent.

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

Solutions: