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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. While working on a Problem Management Record (PMR), the L1 support professional is called to an urgent meeting. When returning from that meeting, it appears that the PMR is still dispatched. What is the correct action for the L1 support professional to take?

A) Continue to work on the PMR with no time adjustment.
B) Requeue the PMR using the "No Change" option to adjust time recording.
C) Immediately requeue the PMR with no time adjustment.
D) Continue to work on the PMR and adjust time recording for the meeting.

3. A L1 support professional has received an email from a customer in reply to a request for additional information.
Which one of the following is the correct course of action to updating the PMR?
The L1 support professional should copy the email:

A) Editingthe error information down to just the relevant section
B) in its entirety
C) editing out all of the error information, including any confidential information
D) the error information down to just the relevant section and remove any confidential information

4. The Format Alter (FA) 1654 has a timezone. TZ field.
This refers to the timezone of:

A) the customer contact
B) L1 support
C) the customer's support contract
D) L2 support

5. 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

Solutions: