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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

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

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

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

3. Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:

A) CallCenter to authenticate at the login time.
B) an email address to send notification when password is locked.
C) notification to the resolution team on critsit PMRs
D) RETAIN Notify to send Problem Management Report (PMR) notification.

4. The IBM Support Assistant (ISA) Blue tool is an?

A) externally available tool for customers
B) internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
C) tool for both internal and external use
D) internal tool to capture audit trail information of customer navigation to support site.

5. The L1 support professional received a secondary Problem Management Record (PMR) and needs to requeue this secondary PMR to the primary PMR location. Which function does the L1 support professional use to locate the primary PMR using CallCenter?

A) List Queues
B) ListPMRs
C) List Calls
D) List Primary

Solutions: