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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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 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.
B) 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.
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) 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.

2. What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:

A) that helps customers find answers and resolve issues with IBM software products.
B) where customers are able to download software products.
C) for the customer entitlement process.
D) to open an Enhancement Request.

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

4. Where can a published Technotebe found?

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

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

Solutions: