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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. What is the best reason for quality written technical communication?

A) To ensure our customers can understand what has been written.
B) To ensure our clients can read and understand emails.
C) Allows IBM to be competitive, provides greater understanding of message, and ensure less confusion of meaning and intent.
D) Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent.

2. While working a Problem Management Record (PMR), a Level 1 support professional learns that the PMR has been added to an existing Critical Situation (CritSit) for the customer. What needs to be done to ensure proper handling of the PMR?

A) Update the Complaint field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
B) Update the Complaint field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.
C) Update the CritSit field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Projectoffice.
D) Update the CritSit field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.

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) take over / full control
B) shared keyboard and mouse
C) view only
D) chat only

4. When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?

A) Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.
B) Ask the customer for positive confirmation that the problem is resolved and follow-up a week later even if the customer states the PMR may be closed.
C) Discuss with a coworker as to whether the PMR should be closed.
D) Close the PMR without asking the customer if there is anything else IBM can help with.

5. Which one of the following is not a service of the IBM Passport Advantage offering?

A) software download and licensing
B) 24x7 support on all Problem Management Records (PMRs)
C) product updates
D) software maintenance and support

Solutions: