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IBM Application Integration Middleware L1 Support Application Development Sample Questions:
1. A customer opened a PMR to request a fixpack for WebSphere Application Server. What action should the L1 support professional take?
A) Contact L3 to get fixpack.
B) Post thread in developerWorks forum and direct the customer to it.
C) Close the PMR as it is out of L1 support scope.
D) Search for fixpack and provide link and instruction to customer.
2. What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:
A) that helps customers find answers and resolve issues with IBM software products.
B) where customers are able to download software products.
C) to open an Enhancement Request.
D) for the customer entitlement process.
3. AnL1 support professional has receivedaProblem Management Record (PMR), and identified an Authorized Program Analysis Report (APAR). The APAR has recently been raised and a test fix is available from Level 3. The L1 support professional has guided the customer through downloading this temporary fix.
How should the L1 support professional update the PMR?
Code a Service Given (SG) for:
A) Codedefect.
B) Installassistance for an APAR or Program Temporary Fix (PTF).
C) fixtest given.
D) Circumventiongiven.
4. Which one of the following is not a way to show good communication with our customers?
A) Show lack of interest to how the problem is impacting the customer.
B) Show a positive attitude.
C) Keep the focus on the goal of solving the problem.
D) Match the customer's technical language and technical level.
5. What is measured by Service Given Days? The number of days from Call Entry (CE) to the:
A) last instance of a final service given code on PMRs.
B) T9 service given code.
C) non-definitive last service given code on PMRs.
D) first instance of a final service given code on PMRs.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: D |
