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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A L1 support professional has received an email from a customer in reply to a request for additional information.
Which one of the following is the correct course of action to updating the PMR?
The L1 support professional should copy the email:

A) in its entirety
B) the error information down to just the relevant section and remove any confidential information
C) Editingthe error information down to just the relevant section
D) editing out all of the error information, including any confidential information

2. Prior to transferring a FrontEnd Problem Management Record (PMR) to the BackEnd , a problem summary should be added to the PMR. The FrontEnd process uses the term BEDANT to describe the mandatory information that must be included in the problem summary.
What does the T in BEDANT stand for?

A) Test Case
B) Transaction data
C) Transfer
D) Target

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

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

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

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

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

Solutions: