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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?

A) Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
B) Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.
C) Advise the customer a Proactive Critical Situation (CritSit) is being opened.
D) Advise the customer that IBM is doing everything possible to resolve their PMRs.

2. Which one of the following troubleshooting and diagnostic tools available for customers, is designed to primarily help answer questions and gather data for support personnel.

A) IBM Electronic Knowledge Database
B) IBM Software Assistant
C) IBM Assist on Site
D) IBM Support Assistant

3. 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) shared keyboard and mouse
D) view only

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) IBMRedbooks
D) IBMTechbooks

5. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?

A) In talking with the customer, ask them when it would be best to set a 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) Choose a date that is best for the L1 support professional.
D) Inform the customer in writing of the date of the next follow up, and set the date to that date.

Solutions: