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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 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.

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

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

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

4. Which command should be used within RETAIN to find the archived Problem Management Record (PMR) 12340.130,702?

A) N;RTA/1/A;12340B130C702
B) N;RS4/1/A;12340B130C702
C) N;RS4/1/P;12340 B130C702
D) N;RTA/1/P;12340B130C702

5. 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.

Solutions: