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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. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?

A) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
B) Choose a date that is best for the L1 support professional.
C) If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.
D) Inform the customer in writing of the date of the next follow up, and set the date to that date.

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

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

4. At what stage must the OneTeam Format Alter (1654) be completed?

A) After the customer has been contacted for the first time.
B) When analyzing the problem.
C) During Problem Management Record (PMR) closure.
D) Before escalating the PMR to L2 support.

5. Which command should be used within RETAIN to find the archived Problem Management Record (PMR) 12340.130,702?

A) N;RS4/1/A;12340B130C702
B) N;RTA/1/A;12340B130C702
C) N;RS4/1/P;12340 B130C702
D) N;RTA/1/P;12340B130C702

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