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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Explain why the customer would use a Problem Management Record (PMR) online tool (e.g.. Electronic Service Request (ESR), Service Request (SR))?
It is an IBM application where customers can:

A) download official patches and fixes for their PMRs.
B) register and ask for software support.
C) open, update and list their PMRs.
D) search for old PMRs, including their own.

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

3. Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:

A) notification to the resolution team on critsit PMRs
B) RETAIN Notify to send Problem Management Report (PMR) notification.
C) CallCenter to authenticate at the login time.
D) an email address to send notification when password is locked.

4. A L1 support professional needs to assist the customer in collecting log files. Which is the best state of Assist on Site (AOS) to do this?

A) take over / full control
B) chat only
C) shared keyboard and mouse
D) view only

5. Which one of the following functions is provided by the Technical Support organization flashes?

A) List by product. Activity last month. List by Doc ID
B) List by Product Activity last 12 month. Search by submitter
C) Search, List by Product ID, Activity last 12 month
D) Advanced Search, List by submitter. Activity last month

Solutions: