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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. When writing instructions to a customer, creating technical documentation, or updating a Problem Management (PMR), which is the best way to ensure ease of comprehension and completeness?
Utilize paragraph:

A) and numbered items.
B) format only.
C) numbered items, and screen prints.
D) and screen prints.

2. What is measured by Service Given Days? The number of days from Call Entry (CE) to the:

A) non-definitive last service given code on PMRs.
B) first instance of a final service given code on PMRs.
C) T9 service given code.
D) last instance of a final service given code on PMRs.

3. While working a Problem Management Record (PMR), a Level 1 support professional learns that the PMR has been added to an existing Critical Situation (CritSit) for the customer. What needs to be done to ensure proper handling of the PMR?

A) Update the Complaint field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.
B) Update the Complaint field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
C) Update the CritSit field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
D) Update the CritSit field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Projectoffice.

4. 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) download official patches and fixes for their PMRs.
C) open, update and list their PMRs.
D) register and ask for software support.

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

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

Solutions: