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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Prior to transferring a FrontEnd Problem Management Record (PMR) to the BackEnd , a problem summary should be added to the PMR. The FrontEnd process uses the term BEDANT to describe the mandatory information that must be included in the problem summary.
What does the T in BEDANT stand for?

A) Test Case
B) Target
C) Transfer
D) Transaction data

2. Which one of the following troubleshooting and diagnostic tools available for customers, is designed to primarily help answer questions and gather data for support personnel.

A) IBM Software Assistant
B) IBM Assist on Site
C) IBM Support Assistant
D) IBM Electronic Knowledge Database

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

4. What is the usage of the Post Sales database (PSdb) Web site?

A) It allows both customers and Support professionals to search for their problem in other reported PMRs.
B) It allows the Support Professionals to search for their problem in other reported PMRs.
C) It allows the customers to search for their problem in other reported Problem Management Records (PMRs)
D) It helps support professionals determine what documents they will need from the customer according to their product.

5. 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) 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.
D) 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.

Solutions: