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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?

A) Email the customer as it is quicker than calling them.
B) Communicate in the fashion desired by the customer.
C) Call or email them, both are useful tools of communication.
D) Call the customer as it is quicker to talk to them to figure out the issue.

2. When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?

A) Ask the customer for positive confirmation that the problem is resolved and follow-up a week later even if the customer states the PMR may be closed.
B) Discuss with a coworker as to whether the PMR should be closed.
C) Close the PMR without asking the customer if there is anything else IBM can help with.
D) Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.

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

4. Prior to transferring a FrontEnd Problem Management Record (PMR) to the BackEnd , a problem summary should be added to the PMR. The FrontEnd process uses the term BEDANT to describe the mandatory information that must be included in the problem summary.
What does the T in BEDANT stand for?

A) Transfer
B) Target
C) Test Case
D) Transaction data

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

Solutions: