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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. The L1 support professional received a secondary Problem Management Record (PMR) and needs to requeue this secondary PMR to the primary PMR location. Which function does the L1 support professional use to locate the primary PMR using CallCenter?

A) List Queues
B) List Calls
C) ListPMRs
D) List Primary

2. What is the best reason for quality written technical communication?

A) To ensure our clients can read and understand emails.
B) To ensure our customers can understand what has been written.
C) Allows IBM to be competitive, provides greater understanding of message, and ensure less confusion of meaning and intent.
D) Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent.

3. The server "ftp.ecurep.ibm.com" is an anonymous FTP server, who can access this server?

A) Only IBM employees where they can access it from the intranet.
B) Every one as it'sacess is public from the internet.
C) IBM employees that are registered in ECuRep.
D) IBM employees and Customers who are registered in ECuRep

4. Explain why the customer would use a Problem Management Record (PMR) online tool (e.g.. Electronic Service Request (ESR), Service Request (SR))?
It is an IBM application where customers can:

A) search for old PMRs, including their own.
B) register and ask for software support.
C) download official patches and fixes for their PMRs.
D) open, update and list their PMRs.

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

Solutions: