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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A L1 support professional receives a new Problem Management Report (PMR) and the
Next Queue field has not been set. What should be inserted into the Next Queue field?

A) nothing, the Next Queue field is only used for escalation
B) the Back End monitored queue
C) nothing, the Next Queue will be filled in by the BackEnd
D) the Front End monitored queue

2. A customer opened a PMR to request a fixpack for WebSphere Application Server. What action should the L1 support professional take?

A) Contact L3 to get fixpack.
B) Close the PMR as it is out of L1 support scope.
C) Search for fixpack and provide link and instruction to customer.
D) Post thread in developerWorks forum and direct the customer to it.

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

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

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

5. 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) 1
B) 4
C) 3
D) 2

Solutions: