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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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

2. Where can a published Technotebe found?

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

3. Prior to transferring a FrontEnd Problem Management Record (PMR) to the BackEnd , a problem summary should be added to the PMR. The FrontEnd process uses the term BEDANT to describe the mandatory information that must be included in the problem summary.
What does the T in BEDANT stand for?

A) Test Case
B) Transfer
C) Transaction data
D) Target

4. A customer opened a PMR to request a fixpack for WebSphere Application Server. What action should the L1 support professional take?

A) Contact L3 to get fixpack.
B) Close the PMR as it is out of L1 support scope.
C) Post thread in developerWorks forum and direct the customer to it.
D) Search for fixpack and provide link and instruction to customer.

5. Why is performing follow up (FUP) on the date set important?

A) It shows the customer that the Problem Management Record (PMR) is in need of being worked on.
B) It shows commitment to our customers by the support professional.
C) To show the customer that they have not responded.
D) To ensure the customer knows they need to send in files.

Solutions: