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IBM Application Integration Middleware L1 Support Application Development Sample Questions:
1. A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?
A) 1
B) 2
C) 3
D) 4
2. When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?
A) Communicate in the fashion desired by the customer.
B) Call the customer as it is quicker to talk to them to figure out the issue.
C) Email the customer as it is quicker than calling them.
D) Call or email them, both are useful tools of communication.
3. Which command should be used within RETAIN to find the archived Problem Management Record (PMR) 12340.130,702?
A) N;RS4/1/A;12340B130C702
B) N;RS4/1/P;12340 B130C702
C) N;RTA/1/P;12340B130C702
D) N;RTA/1/A;12340B130C702
4. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?
A) Inform the customer in writing of the date of the next follow up, and set the date to that date.
B) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
C) 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.
D) Choose a date that is best for the L1 support professional.
5. On EcuRepwhat file action for the problem analysis section is valid?
A) Log analyzer
B) Search Files
C) Explore
D) IBM Thread and Monitor Analyzer
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: C |
By Atwood
