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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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 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.
B) 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.
C) 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.
D) 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.

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

A) 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.
B) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
C) Inform the customer in writing of the date of the next follow up, and set the date to that date.
D) Choose a date that is best for the L1 support professional.

3. Which one of the following is not a way to show good communication with our customers?

A) Show lack of interest to how the problem is impacting the customer.
B) Keep the focus on the goal of solving the problem.
C) Match the customer's technical language and technical level.
D) Show a positive attitude.

4. AnL1 support professional has receivedaProblem Management Record (PMR), and identified an Authorized Program Analysis Report (APAR). The APAR has recently been raised and a test fix is available from Level 3. The L1 support professional has guided the customer through downloading this temporary fix.
How should the L1 support professional update the PMR?
Code a Service Given (SG) for:

A) Circumventiongiven.
B) fixtest given.
C) Codedefect.
D) Installassistance for an APAR or Program Temporary Fix (PTF).

5. 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) collect the correct set of documentation
D) search numerous databases concurrently

Solutions: