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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

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. Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?

A) IBMRedbooks
B) IBMTechbooks
C) IBMTechnotes
D) IBMBluebooks

4. A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A) close the PMR.
B) ask the customer to engage their development team, and then close the PMR.
C) ask the customer to engage IBM Services, and then close the PMR.
D) ask the customer to contact their Account Representative, and then close the PMR.

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

Solutions: