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

2. Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?

A) IBMTechnotes
B) IBMTechbooks
C) IBMRedbooks
D) IBMBluebooks

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

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

4. 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.

5. 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

Solutions: