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

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

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

3. Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?

A) IBMRedbooks
B) IBMTechnotes
C) IBMBluebooks
D) IBMTechbooks

4. Which of the required fields in a Design Change Request (DCR) has the most influence on the decision whether a requested functionality will be added to a product?

A) Description
B) Priority
C) IBM business justification
D) Requested Completion Date

5. The customer has expressed their concern on one of their Severity 1 Priority 1 Problem Management Records (PMRs)and has requested a call back from management. The L1 support professional needs to inform the Duty manager about the customer's escalation.
How does the L1 support professional find the Duty manager?
From the:

A) PMR scratch pad
B) Account Representative responsible for the customer
C) BluePages
D) Contact Reference File (CRF)

Solutions: