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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?

A) Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.
B) Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
C) Advise the customer that IBM is doing everything possible to resolve their PMRs.
D) Advise the customer a Proactive Critical Situation (CritSit) is being opened.

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

3. Where can a published Technotebe found?

A) in RETAIN
B) in the LI Support teamroom
C) inCallCenter
D) on the IBM Support Web site

4. When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?

A) Call or email them, both are useful tools of communication.
B) Communicate in the fashion desired by the customer.
C) Email the customer as it is quicker than calling them.
D) Call the customer as it is quicker to talk to them to figure out the issue.

5. Which of the required fields in a Design Change Request (DCR) has the most influence on the decision whether a requested functionality will be added to a product?

A) IBM business justification
B) Priority
C) Description
D) Requested Completion Date

Solutions: