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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Why is performing follow up (FUP) on the date set important?

A) To show the customer that they have not responded.
B) It shows the customer that the Problem Management Record (PMR) is in need of being worked on.
C) To ensure the customer knows they need to send in files.
D) It shows commitment to our customers by the support professional.

2. A customer opens a Problem Management Record (PMR) electronically and provides a ComplD. The Level 1 support professional cannotfind entitlement for this CompID. When informing the customer that no support contract was found, the customer sends a fax to the L1 support professional with the customer's support document including the Passport Advantage number and customer number.What should the L1 support professional do in this case?

A) Create a secondary PMR and requeue it to the entitlement exception team and work on the primary PMR after entitling it with "no valid contract".
B) Close the PMR.
C) Create a secondary PMR and requeue it to the entitlement exception team and requeue the primary PMR to the feedback queue until notified by the entitlement exception team.
D) Re-entitle the PMR for any product and work on the PMR.

3. A customer opened a PMR to request a fixpack for WebSphere Application Server. What action should the L1 support professional take?

A) Close the PMR as it is out of L1 support scope.
B) Contact L3 to get fixpack.
C) Search for fixpack and provide link and instruction to customer.
D) Post thread in developerWorks forum and direct the customer to it.

4. When files are requested, a service given code of "W9" is utilized. What service given code is utilized when the files arrive?

A) 99
B) R9
C) 39
D) 19

5. Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:

A) an email address to send notification when password is locked.
B) notification to the resolution team on critsit PMRs
C) RETAIN Notify to send Problem Management Report (PMR) notification.
D) CallCenter to authenticate at the login time.

Solutions: