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

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

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

3. 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) Advanced Search, List by submitter. Activity last month
C) Search, List by Product ID, Activity last 12 month
D) List by Product Activity last 12 month. Search by submitter

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

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

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

Solutions: