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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) document it in the current PMR.
C) open a new severity 3 PMR.
D) do nothing further.

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

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

3. The L1 support professional received a secondary Problem Management Record (PMR) and needs to requeue this secondary PMR to the primary PMR location. Which function does the L1 support professional use to locate the primary PMR using CallCenter?

A) List Primary
B) ListPMRs
C) List Calls
D) List Queues

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

5. Communication is not what the L1 support professional says. It is what the customer hears and what they think the L1 support professional meant. It is the perception. NOT the:

A) understanding.
B) information.
C) words.
D) intent.

Solutions: