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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. What is the best reason for quality written technical communication?

A) To ensure our clients can read and understand emails.
B) To ensure our customers can understand what has been written.
C) Allows IBM to be competitive, provides greater understanding of message, and ensure less confusion of meaning and intent.
D) Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent.

2. Communication is not what the L1 support professional says. It is what the customer hears and what they think the L1 support professional meant. It is the perception. NOT the:

A) information.
B) intent.
C) understanding.
D) words.

3. 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

4. The IBM Support Assistant (ISA) Blue tool is an?

A) internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
B) internal tool to capture audit trail information of customer navigation to support site.
C) externally available tool for customers
D) tool for both internal and external use

5. 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) to open an Enhancement Request.
C) for the customer entitlement process.
D) where customers are able to download software products.

Solutions: