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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:

A) an email address to send notification when password is locked.
B) notification to the resolution team on critsit PMRs
C) CallCenter to authenticate at the login time.
D) RETAIN Notify to send Problem Management Report (PMR) notification.

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) download official patches and fixes for their PMRs.
C) register and ask for software support.
D) open, update and list their PMRs.

3. 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) using a service given code of T9.
B) using a service given code of R9.
C) on the defect PMR.
D) on a new non-defect PMR.

4. Which one of the following functions is provided by the Technical Support organization flashes?

A) List by product. Activity last month. List by Doc ID
B) Advanced Search, List by submitter. Activity last month
C) List by Product Activity last 12 month. Search by submitter
D) Search, List by Product ID, Activity last 12 month

5. Premium Support offerings are services that provide:

A) additional and specialized support on Operating Systems or Middleware products.
B) additional and specialized support on Middleware products.
C) specialized support on Operating Systems or Middleware products
D) additional and specialized support on Operating Systems.

Solutions: