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

2. When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?

A) Email the customer as it is quicker than calling them.
B) Call the customer as it is quicker to talk to them to figure out the issue.
C) Communicate in the fashion desired by the customer.
D) Call or email them, both are useful tools of communication.

3. A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A) ask the customer to contact their Account Representative, and then close the PMR.
B) close the PMR.
C) ask the customer to engage their development team, and then close the PMR.
D) ask the customer to engage IBM Services, and then close the PMR.

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

5. A L1 support professional receives a new Problem Management Report (PMR) and the
Next Queue field has not been set. What should be inserted into the Next Queue field?

A) nothing, the Next Queue will be filled in by the BackEnd
B) nothing, the Next Queue field is only used for escalation
C) the Back End monitored queue
D) the Front End monitored queue

Solutions: