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IBM Application Integration Middleware L1 Support Application Development Sample Questions:
1. When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?
A) Communicate in the fashion desired by the customer.
B) Call the customer as it is quicker to talk to them to figure out the issue.
C) Email the customer as it is quicker than calling them.
D) Call or email them, both are useful tools of communication.
2. While working on a defect Problem Management Report (PMR). the customer needs extensive
"how to" assistance from the L1 support professional in obtaining needed documentation.
Report the time spent:
A) on a new non-defect PMR.
B) using a service given code of T9.
C) on the defect PMR.
D) using a service given code of R9.
3. The Format Alter (FA) 1654 has a timezone. TZ field.
This refers to the timezone of:
A) the customer's support contract
B) L1 support
C) the customer contact
D) L2 support
4. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?
A) Inform the customer in writing of the date of the next follow up, and set the date to that date.
B) If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.
C) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
D) Choose a date that is best for the L1 support professional.
5. While working on a Problem Management Record (PMR), the L1 support professional is called to an urgent meeting. When returning from that meeting, it appears that the PMR is still dispatched. What is the correct action for the L1 support professional to take?
A) Continue to work on the PMR with no time adjustment.
B) Requeue the PMR using the "No Change" option to adjust time recording.
C) Immediately requeue the PMR with no time adjustment.
D) Continue to work on the PMR and adjust time recording for the meeting.
Solutions:
Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: D |