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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A L1 support professional needs to assist the customer in collecting log files. Which is the best state of Assist on Site (AOS) to do this?

A) view only
B) shared keyboard and mouse
C) chat only
D) take over / full control

2. 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) the Back End monitored queue
C) the Front End monitored queue
D) nothing, the Next Queue field is only used for escalation

3. A customer opens a Problem Management Record (PMR) electronically and provides a ComplD. The Level 1 support professional cannotfind entitlement for this CompID. When informing the customer that no support contract was found, the customer sends a fax to the L1 support professional with the customer's support document including the Passport Advantage number and customer number.What should the L1 support professional do in this case?

A) Create a secondary PMR and requeue it to the entitlement exception team and requeue the primary PMR to the feedback queue until notified by the entitlement exception team.
B) Re-entitle the PMR for any product and work on the PMR.
C) Create a secondary PMR and requeue it to the entitlement exception team and work on the primary PMR after entitling it with "no valid contract".
D) Close the PMR.

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

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

5. Which one of the following is not a service of the IBM Passport Advantage offering?

A) product updates
B) software download and licensing
C) 24x7 support on all Problem Management Records (PMRs)
D) software maintenance and support

Solutions: