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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. 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.

3. On EcuRepwhat file action for the problem analysis section is valid?

A) Search Files
B) Explore
C) Log analyzer
D) IBM Thread and Monitor Analyzer

4. As a L1 support professional there are numerous Problem Management Record (PMR) tools that canbeutilized. When should Assist On Site (AOS) be used instead of IBM Support Assistant (ISA)?
To:

A) search numerous databases concurrently
B) run diagnostic tools
C) remote log-in to a client's machine to assist in gathering log files
D) collect the correct set of documentation

5. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?

A) Choose a date that is best for the L1 support professional.
B) Inform the customer in writing of the date of the next follow up, and set the date to that date.
C) If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.
D) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.

Solutions: