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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) Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent.
B) To ensure our clients can read and understand emails.
C) To ensure our customers can understand what has been written.
D) Allows IBM to be competitive, provides greater understanding of message, and ensure less confusion of meaning and intent.

2. A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:

A) ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
B) Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
C) Call Generate a new Severity 2 secondary PMR onto the L2 queue.
D) Call Generate a new Severity 2 secondary PMR onto the L1 queue

3. 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) Close 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) Re-entitle the PMR for any product and work on the PMR.

4. Which one of the following functions is provided by the Technical Support organization flashes?

A) List by product. Activity last month. List by Doc ID
B) Advanced Search, List by submitter. Activity last month
C) List by Product Activity last 12 month. Search by submitter
D) Search, List by Product ID, Activity last 12 month

5. A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

A) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
B) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.
C) Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
D) Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.

Solutions: