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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. The Format Alter (FA) 1654 has a timezone. TZ field.
This refers to the timezone of:

A) the customer's support contract
B) L1 support
C) L2 support
D) the customer contact

2. While working a Problem Management Record (PMR), a Level 1 support professional learns that the PMR has been added to an existing Critical Situation (CritSit) for the customer. What needs to be done to ensure proper handling of the PMR?

A) Update the Complaint field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
B) Update the Complaint field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.
C) Update the CritSit field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Projectoffice.
D) Update the CritSit field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.

3. Prior to transferring a FrontEnd Problem Management Record (PMR) to the BackEnd , a problem summary should be added to the PMR. The FrontEnd process uses the term BEDANT to describe the mandatory information that must be included in the problem summary.
What does the T in BEDANT stand for?

A) Target
B) Transaction data
C) Transfer
D) Test Case

4. 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.

5. 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.

Solutions: