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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. At what stage must the OneTeam Format Alter (1654) be completed?

A) Before escalating the PMR to L2 support.
B) During Problem Management Record (PMR) closure.
C) After the customer has been contacted for the first time.
D) When analyzing the problem.

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

A) 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.
B) Choose a date that is best for the L1 support professional.
C) Inform the customer in writing of the date of the next follow up, and set the date to that 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.

3. What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:

A) where customers are able to download software products.
B) to open an Enhancement Request.
C) that helps customers find answers and resolve issues with IBM software products.
D) for the customer entitlement process.

4. Where can a published Technotebe found?

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

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

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

Solutions: