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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

2. Premium Support offerings are services that provide:

A) specialized support on Operating Systems or Middleware products
B) additional and specialized support on Operating Systems.
C) additional and specialized support on Middleware products.
D) additional and specialized support on Operating Systems or Middleware products.

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

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

5. A L1 support professional has received an email from a customer in reply to a request for additional information.
Which one of the following is the correct course of action to updating the PMR?
The L1 support professional should copy the email:

A) Editingthe error information down to just the relevant section
B) the error information down to just the relevant section and remove any confidential information
C) in its entirety
D) editing out all of the error information, including any confidential information

Solutions: