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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) Choose a date that is best for the L1 support professional.
B) 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.
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) Inform the customer in writing of the date of the next follow up, and set the date to that date.

2. Where can a published Technotebe found?

A) on the IBM Support Web site
B) inCallCenter
C) in RETAIN
D) in the LI Support teamroom

3. What information does the Hours Per Problem (HPP) metric measure? It measures the:

A) average number of EPSAR hours on PMRs handled by the L1 support professional.
B) average number of Electronic Programming Service Activity Report (EPSAR) hours on PMRs handled by all L1 support.
C) average number of PMRs handled by the L1 support professional per month.
D) total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).

4. When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?

A) Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.
B) Close the PMR without asking the customer if there is anything else IBM can help with.
C) Ask the customer for positive confirmation that the problem is resolved and follow-up a week later even if the customer states the PMR may be closed.
D) Discuss with a coworker as to whether the PMR should be closed.

5. The Format Alter (FA) 1654 has a timezone. TZ field.
This refers to the timezone of:

A) L2 support
B) L1 support
C) the customer contact
D) the customer's support contract

Solutions: