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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?

A) Call or email them, both are useful tools of communication.
B) Communicate in the fashion desired by the customer.
C) Email the customer as it is quicker than calling them.
D) Call the customer as it is quicker to talk to them to figure out the issue.

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

3. A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?

A) Advise the customer a Proactive Critical Situation (CritSit) is being opened.
B) Advise the customer that IBM is doing everything possible to resolve their PMRs.
C) Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.
D) Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.

4. Which one of the following is a valid format when sending a file to ECuRep?

A) 87656 724999.config.txt
B) 87876765724config.txt
C) 87654.0L049config.txt
D) 87876.724.0LDconfig.txt

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

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

Solutions: