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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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

2. While talking to a customer regarding a Problem Management (PMR), the customer raises
a different "moderate impact" question.
What should the L1 support professional do?
Answer the unrelated question and:

A) open a new severity 3 PMR.
B) open a new PMR at the same severity as the original PMR.
C) do nothing further.
D) document it in the current PMR.

3. When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?

A) Close the PMR without asking the customer if there is anything else IBM can help with.
B) Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.
C) Discuss with a coworker as to whether the PMR should be closed.
D) Ask the customer for positive confirmation that the problem is resolved and follow-up a week later even if the customer states the PMR may be closed.

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

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

5. Which one of the following functions is provided by the Technical Support organization flashes?

A) List by product. Activity last month. List by Doc ID
B) Advanced Search, List by submitter. Activity last month
C) List by Product Activity last 12 month. Search by submitter
D) Search, List by Product ID, Activity last 12 month

Solutions: