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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A customer opens a Problem Management Record (PMR) electronically and provides a ComplD. The Level 1 support professional cannotfind entitlement for this CompID. When informing the customer that no support contract was found, the customer sends a fax to the L1 support professional with the customer's support document including the Passport Advantage number and customer number.What should the L1 support professional do in this case?

A) Re-entitle the PMR for any product and work on the PMR.
B) Close the PMR.
C) Create a secondary PMR and requeue it to the entitlement exception team and requeue the primary PMR to the feedback queue until notified by the entitlement exception team.
D) Create a secondary PMR and requeue it to the entitlement exception team and work on the primary PMR after entitling it with "no valid contract".

2. The server "ftp.ecurep.ibm.com" is an anonymous FTP server, who can access this server?

A) IBM employees that are registered in ECuRep.
B) Every one as it'sacess is public from the internet.
C) IBM employees and Customers who are registered in ECuRep
D) Only IBM employees where they can access it from the intranet.

3. AnL1 support professional has receivedaProblem Management Record (PMR), and identified an Authorized Program Analysis Report (APAR). The APAR has recently been raised and a test fix is available from Level 3. The L1 support professional has guided the customer through downloading this temporary fix.
How should the L1 support professional update the PMR?
Code a Service Given (SG) for:

A) fixtest given.
B) Codedefect.
C) Installassistance for an APAR or Program Temporary Fix (PTF).
D) Circumventiongiven.

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) Search, List by Product ID, Activity last 12 month
D) List by product. Activity last month. List by Doc ID

5. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?

A) If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.
B) Choose a date that is best for the L1 support professional.
C) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
D) Inform the customer in writing of the date of the next follow up, and set the date to that date.

Solutions: