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DOWNLOAD DEMO

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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 PMR at the same severity as the original PMR.
B) open a new severity 3 PMR.
C) do nothing further.
D) document it in the current PMR.

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

3. A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

A) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.
B) Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
C) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
D) Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.

4. Which one of the following functions is provided by the Technical Support organization flashes?

A) Advanced Search, List by submitter. Activity last month
B) List by Product Activity last 12 month. Search by submitter
C) List by product. Activity last month. List by Doc ID
D) Search, List by Product ID, Activity last 12 month

5. As a L1 support professional there are numerous Problem Management Record (PMR) tools that canbeutilized. When should Assist On Site (AOS) be used instead of IBM Support Assistant (ISA)?
To:

A) collect the correct set of documentation
B) search numerous databases concurrently
C) run diagnostic tools
D) remote log-in to a client's machine to assist in gathering log files

Solutions: