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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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.

2. Where can a published Technotebe found?

A) inCallCenter
B) on the IBM Support Web site
C) in the LI Support teamroom
D) in RETAIN

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

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

4. A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

A) Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
B) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
C) Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.
D) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.

5. Which one of the following is a valid format when sending a file to ECuRep?

A) 87876.724.0LDconfig.txt
B) 87656 724999.config.txt
C) 87876765724config.txt
D) 87654.0L049config.txt

Solutions: