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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?

A) IBMBluebooks
B) IBMTechbooks
C) IBMTechnotes
D) IBMRedbooks

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

3. A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?

A) 2
B) 3
C) 1
D) 4

4. While working on a defect Problem Management Report (PMR). the customer needs extensive
"how to" assistance from the L1 support professional in obtaining needed documentation.
Report the time spent:

A) on a new non-defect PMR.
B) using a service given code of T9.
C) using a service given code of R9.
D) on the defect PMR.

5. A useful Add-on is missing from the IBM Support Assistant Tool. What does the Level 1 support professional needs to do?

A) Reinstall latest version of workbench.
B) Reinstall Add-on.
C) Use IBM Support Assistant Lite with Add-on.
D) Update workbench with Add-on.

Solutions: