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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Where can a published Technotebe found?

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

2. The customer has expressed their concern on one of their Severity 1 Priority 1 Problem Management Records (PMRs)and has requested a call back from management. The L1 support professional needs to inform the Duty manager about the customer's escalation.
How does the L1 support professional find the Duty manager?
From the:

A) Contact Reference File (CRF)
B) Account Representative responsible for the customer
C) PMR scratch pad
D) BluePages

3. When writing instructions to a customer, creating technical documentation, or updating a Problem Management (PMR), which is the best way to ensure ease of comprehension and completeness?
Utilize paragraph:

A) format only.
B) numbered items, and screen prints.
C) and screen prints.
D) and numbered items.

4. Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?

A) IBMTechnotes
B) IBMBluebooks
C) IBMTechbooks
D) IBMRedbooks

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

Solutions: