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

2. Explain why the customer would use a Problem Management Record (PMR) online tool (e.g.. Electronic Service Request (ESR), Service Request (SR))?
It is an IBM application where customers can:

A) search for old PMRs, including their own.
B) register and ask for software support.
C) download official patches and fixes for their PMRs.
D) open, update and list their PMRs.

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

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

4. What is measured by Service Given Days? The number of days from Call Entry (CE) to the:

A) T9 service given code.
B) non-definitive last service given code on PMRs.
C) last instance of a final service given code on PMRs.
D) first instance of a final service given code on PMRs.

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

Solutions: