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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Premium Support offerings are services that provide:

A) additional and specialized support on Middleware products.
B) additional and specialized support on Operating Systems.
C) specialized support on Operating Systems or Middleware products
D) additional and specialized support on Operating Systems or Middleware products.

2. While working on a defect Problem Management Report (PMR). the customer needs extensive
"how to" assistance from the L1 support professional in obtaining needed documentation.
Report the time spent:

A) using a service given code of T9.
B) on the defect PMR.
C) using a service given code of R9.
D) on a new non-defect PMR.

3. What is the encryption level and method that is used by Assist On-site (AOS)?

A) 128-bit Advanced Encryption Standard (AES)
B) 128-bit Data Encryption Standard (DES)
C) 64-bit Advanced Encryption Standard (AES)
D) 256-bit Triple Data Encryption Standard (DES)

4. A Level 1 support professional would like to be kept informed of product-specific news or updated support content, such as publications, hints and tips, technical notes, product flashes (alerts)and downloads, and drivers. What is the advantage of the My Support webpage?
The information:

A) can be personalized.
B) can be refreshed to always show current information.
C) will be translated to the National Language.
D) can be animated like a Power Point presentation.

5. 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.

Solutions: