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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Communication is not what the L1 support professional says. It is what the customer hears and what they think the L1 support professional meant. It is the perception. NOT the:

A) words.
B) information.
C) intent.
D) understanding.

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

3. The Format Alter (FA) 1654 has a timezone. TZ field.
This refers to the timezone of:

A) L1 support
B) the customer's support contract
C) the customer contact
D) L2 support

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

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

Solutions: