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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A customer opens a Problem Management Record (PMR) electronically and provides a ComplD. The Level 1 support professional cannotfind entitlement for this CompID. When informing the customer that no support contract was found, the customer sends a fax to the L1 support professional with the customer's support document including the Passport Advantage number and customer number.What should the L1 support professional do in this case?

A) Create a secondary PMR and requeue it to the entitlement exception team and requeue the primary PMR to the feedback queue until notified by the entitlement exception team.
B) Create a secondary PMR and requeue it to the entitlement exception team and work on the primary PMR after entitling it with "no valid contract".
C) Re-entitle the PMR for any product and work on the PMR.
D) Close the PMR.

2. Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:

A) RETAIN Notify to send Problem Management Report (PMR) notification.
B) CallCenter to authenticate at the login time.
C) an email address to send notification when password is locked.
D) notification to the resolution team on critsit PMRs

3. 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) run diagnostic tools
B) collect the correct set of documentation
C) remote log-in to a client's machine to assist in gathering log files
D) search numerous databases concurrently

4. When writing instructions to a customer, creating technical documentation, or updating a Problem Management (PMR), which is the best way to ensure ease of comprehension and completeness?
Utilize paragraph:

A) and numbered items.
B) format only.
C) and screen prints.
D) numbered items, and screen prints.

5. The customer has expressed their concern on one of their Severity 1 Priority 1 Problem Management Records (PMRs)and has requested a call back from management. The L1 support professional needs to inform the Duty manager about the customer's escalation.
How does the L1 support professional find the Duty manager?
From the:

A) Account Representative responsible for the customer
B) PMR scratch pad
C) BluePages
D) Contact Reference File (CRF)

Solutions: