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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) document it in the current PMR.
B) open a new severity 3 PMR.
C) open a new PMR at the same severity as the original PMR.
D) do nothing further.

2. 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.

3. When writing a technical document which will be available for both internal and external use, how should the L1 support professional utilize acronyms?

A) Do not use them as the external and internal users may not know them.
B) Use them; write out the name then in parenthesis place the acronym.
C) Use them; if people do not know then it is up to them to figure them out.
D) Do not use them as the external users may not know them.

4. What is the total time aOneTeam Severity 3 Problem Management Record (PMR) should be worked before passing to the BackEnd?

A) 5 business days
B) 4 hours
C) 1 hour
D) 3 business days

5. 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

Solutions: