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Updated: Jun 13, 2026
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IBM Application Integration Middleware L1 Support Application Development Sample Questions:
1. 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) Inform the customer in writing of the date of the next follow up, and set the date to that date.
C) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
D) Choose a date that is best for the L1 support professional.
2. While talking to a customer regarding a Problem Management (PMR), the customer raises
a different "moderate impact" question.
What should the L1 support professional do?
Answer the unrelated question and:
A) open a new severity 3 PMR.
B) do nothing further.
C) document it in the current PMR.
D) open a new PMR at the same severity as the original PMR.
3. A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:
A) Call Generate a new Severity 2 secondary PMR onto the L2 queue.
B) ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
C) Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
D) Call Generate a new Severity 2 secondary PMR onto the L1 queue
4. 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) 4
D) 3
5. The IBM Support Assistant (ISA) Blue tool is an?
A) externally available tool for customers
B) internal tool to capture audit trail information of customer navigation to support site.
C) tool for both internal and external use
D) internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: C |
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