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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

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

2. Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:

A) RETAIN Notify to send Problem Management Report (PMR) notification.
B) notification to the resolution team on critsit PMRs
C) an email address to send notification when password is locked.
D) CallCenter to authenticate at the login time.

3. When writing a technical document which will be available for both internal and external use, how should the L1 support professional utilize acronyms?

A) Do not use them as the external users may not know them.
B) Do not use them as the external and internal users may not know them.
C) Use them; write out the name then in parenthesis place the acronym.
D) Use them; if people do not know then it is up to them to figure them out.

4. What is the encryption level and method that is used by Assist On-site (AOS)?

A) 64-bit Advanced Encryption Standard (AES)
B) 128-bit Data Encryption Standard (DES)
C) 128-bit Advanced Encryption Standard (AES)
D) 256-bit Triple Data Encryption Standard (DES)

5. Explain why the customer would use a Problem Management Record (PMR) online tool (e.g.. Electronic Service Request (ESR), Service Request (SR))?
It is an IBM application where customers can:

A) download official patches and fixes for their PMRs.
B) register and ask for software support.
C) search for old PMRs, including their own.
D) open, update and list their PMRs.

Solutions: