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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?

A) 1
B) 3
C) 2
D) 4

2. What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:

A) to open an Enhancement Request.
B) for the customer entitlement process.
C) that helps customers find answers and resolve issues with IBM software products.
D) where customers are able to download software products.

3. What is the best reason for quality written technical communication?

A) Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent.
B) To ensure our customers can understand what has been written.
C) To ensure our clients can read and understand emails.
D) Allows IBM to be competitive, provides greater understanding of message, and ensure less confusion of meaning and intent.

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

5. While working a Problem Management Record (PMR), a Level 1 support professional learns that the PMR has been added to an existing Critical Situation (CritSit) for the customer. What needs to be done to ensure proper handling of the PMR?

A) Update the Complaint field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
B) Update the Complaint field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.
C) Update the CritSit field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
D) Update the CritSit field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Projectoffice.

Solutions: