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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. What is the usage of the Post Sales database (PSdb) Web site?

A) It allows the customers to search for their problem in other reported Problem Management Records (PMRs)
B) It allows both customers and Support professionals to search for their problem in other reported PMRs.
C) It allows the Support Professionals to search for their problem in other reported PMRs.
D) It helps support professionals determine what documents they will need from the customer according to their product.

2. As a L1 support professional there are numerous Problem Management Record (PMR) tools that canbeutilized. When should Assist On Site (AOS) be used instead of IBM Support Assistant (ISA)?
To:

A) search numerous databases concurrently
B) run diagnostic tools
C) remote log-in to a client's machine to assist in gathering log files
D) collect the correct set of documentation

3. A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:

A) Call Generate a new Severity 2 secondary PMR onto the L2 queue.
B) Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
C) Call Generate a new Severity 2 secondary PMR onto the L1 queue
D) ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.

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

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

5. When writing a technical document which will be available for both internal and external use, how should the L1 support professional utilize acronyms?

A) Do not use them as the external users may not know them.
B) Use them; write out the name then in parenthesis place the acronym.
C) Use them; if people do not know then it is up to them to figure them out.
D) Do not use them as the external and internal users may not know them.

Solutions: