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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Where can a published Technotebe found?

A) inCallCenter
B) in the LI Support teamroom
C) on the IBM Support Web site
D) in RETAIN

2. While working on a defect Problem Management Report (PMR). the customer needs extensive
"how to" assistance from the L1 support professional in obtaining needed documentation.
Report the time spent:

A) on the defect PMR.
B) using a service given code of T9.
C) on a new non-defect PMR.
D) using a service given code of R9.

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

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

4. At what stage must the OneTeam Format Alter (1654) be completed?

A) Before escalating the PMR to L2 support.
B) During Problem Management Record (PMR) closure.
C) When analyzing the problem.
D) After the customer has been contacted for the first time.

5. A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?

A) Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
B) Advise the customer a Proactive Critical Situation (CritSit) is being opened.
C) Advise the customer that IBM is doing everything possible to resolve their PMRs.
D) Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.

Solutions: