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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

2. 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 work on the primary PMR after entitling it with "no valid contract".
B) Re-entitle the PMR for any product and work on the PMR.
C) Close the PMR.
D) 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.

3. A Level 1 support professional would like to be kept informed of product-specific news or updated support content, such as publications, hints and tips, technical notes, product flashes (alerts)and downloads, and drivers. What is the advantage of the My Support webpage?
The information:

A) can be personalized.
B) will be translated to the National Language.
C) can be animated like a Power Point presentation.
D) can be refreshed to always show current information.

4. Which one of the following functions is provided by the Technical Support organization flashes?

A) Advanced Search, List by submitter. Activity last month
B) List by Product Activity last 12 month. Search by submitter
C) List by product. Activity last month. List by Doc ID
D) Search, List by Product ID, Activity last 12 month

5. When files are requested, a service given code of "W9" is utilized. What service given code is utilized when the files arrive?

A) 39
B) R9
C) 19
D) 99

Solutions: