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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. On EcuRepwhat file action for the problem analysis section is valid?

A) Search Files
B) Explore
C) Log analyzer
D) IBM Thread and Monitor Analyzer

2. A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A) ask the customer to engage IBM Services, and then close the PMR.
B) ask the customer to engage their development team, and then close the PMR.
C) close the PMR.
D) ask the customer to contact their Account Representative, and then close the PMR.

3. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?

A) Choose a date that is best for the L1 support professional.
B) Inform the customer in writing of the date of the next follow up, and set the date to that date.
C) If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.
D) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.

4. 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

5. A Level 1 support professional would like to be kept informed of product-specific news or updated support content, such as publications, hints and tips, technical notes, product flashes (alerts)and downloads, and drivers. What is the advantage of the My Support webpage?
The information:

A) can be personalized.
B) can be refreshed to always show current information.
C) will be translated to the National Language.
D) can be animated like a Power Point presentation.

Solutions: