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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. What would a L1 support professional use Really Simple Syndication (RSS) feed for?

A) as a reliable tool for Site Services.
B) to change a Web page.
C) to subscribe to updates from a Web page.
D) to program an application.

2. 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 that it takes time and many cycles to resolve a PMR and to be more patient.
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 to get with their Customer Support Rep to add the PMRs to their CritSit.

3. 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) will be translated to the National Language.
C) can be personalized.
D) can be animated like a Power Point presentation.

4. What information does the Hours Per Problem (HPP) metric measure? It measures the:

A) average number of EPSAR hours on PMRs handled by the L1 support professional.
B) average number of PMRs handled by the L1 support professional per month.
C) average number of Electronic Programming Service Activity Report (EPSAR) hours on PMRs handled by all L1 support.
D) total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).

5. A L1 support professional has received an email from a customer in reply to a request for additional information.
Which one of the following is the correct course of action to updating the PMR?
The L1 support professional should copy the email:

A) editing out all of the error information, including any confidential information
B) Editingthe error information down to just the relevant section
C) the error information down to just the relevant section and remove any confidential information
D) in its entirety

Solutions: