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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A L1 support professional receives a new Problem Management Report (PMR) and the
Next Queue field has not been set. What should be inserted into the Next Queue field?

A) the Back End monitored queue
B) the Front End monitored queue
C) nothing, the Next Queue will be filled in by the BackEnd
D) nothing, the Next Queue field is only used for escalation

2. Why is performing follow up (FUP) on the date set important?

A) It shows the customer that the Problem Management Record (PMR) is in need of being worked on.
B) To show the customer that they have not responded.
C) To ensure the customer knows they need to send in files.
D) It shows commitment to our customers by the support professional.

3. A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

A) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.
B) Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.
C) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
D) Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.

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

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

5. While talking to a customer regarding a Problem Management (PMR), the customer raises
a different "moderate impact" question.
What should the L1 support professional do?
Answer the unrelated question and:

A) open a new severity 3 PMR.
B) open a new PMR at the same severity as the original PMR.
C) document it in the current PMR.
D) do nothing further.

Solutions: