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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

2. 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) Discuss with a coworker as to whether the PMR should be closed.
C) Close the PMR without asking the customer if there is anything else IBM can help with.
D) 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.

3. A customer opened a PMR to request a fixpack for WebSphere Application Server. What action should the L1 support professional take?

A) Contact L3 to get fixpack.
B) Close the PMR as it is out of L1 support scope.
C) Search for fixpack and provide link and instruction to customer.
D) Post thread in developerWorks forum and direct the customer to it.

4. 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) 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.
B) Call Generate a new Severity 2 secondary PMR onto the L1 queue
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 L2 queue.

5. Which one of the following troubleshooting and diagnostic tools available for customers, is designed to primarily help answer questions and gather data for support personnel.

A) IBM Electronic Knowledge Database
B) IBM Software Assistant
C) IBM Assist on Site
D) IBM Support Assistant

Solutions: