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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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.

2. A customer opens a Problem Management Record (PMR) electronically and provides a ComplD. The Level 1 support professional cannotfind entitlement for this CompID. When informing the customer that no support contract was found, the customer sends a fax to the L1 support professional with the customer's support document including the Passport Advantage number and customer number.What should the L1 support professional do in this case?

A) Re-entitle the PMR for any product and work on the PMR.
B) Create a secondary PMR and requeue it to the entitlement exception team and work on the primary PMR after entitling it with "no valid contract".
C) Create a secondary PMR and requeue it to the entitlement exception team and requeue the primary PMR to the feedback queue until notified by the entitlement exception team.
D) Close the PMR.

3. A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?

A) Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
B) Advise the customer that IBM is doing everything possible to resolve their PMRs.
C) Advise the customer a Proactive Critical Situation (CritSit) is being opened.
D) Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.

4. What is the total time aOneTeam Severity 3 Problem Management Record (PMR) should be worked before passing to the BackEnd?

A) 3 business days
B) 4 hours
C) 5 business days
D) 1 hour

5. Where can a published Technotebe found?

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

Solutions: