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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A customer opens a Problem Management Record (PMR) electronically and provides a ComplD. The Level 1 support professional cannotfind entitlement for this CompID. When informing the customer that no support contract was found, the customer sends a fax to the L1 support professional with the customer's support document including the Passport Advantage number and customer number.What should the L1 support professional do in this case?

A) Re-entitle the PMR for any product and work on the PMR.
B) Close the PMR.
C) Create a secondary PMR and requeue it to the entitlement exception team and requeue the primary PMR to the feedback queue until notified by the entitlement exception team.
D) Create a secondary PMR and requeue it to the entitlement exception team and work on the primary PMR after entitling it with "no valid contract".

2. On EcuRepwhat file action for the problem analysis section is valid?

A) Search Files
B) Log analyzer
C) Explore
D) IBM Thread and Monitor Analyzer

3. At what stage must the OneTeam Format Alter (1654) be completed?

A) During Problem Management Record (PMR) closure.
B) After the customer has been contacted for the first time.
C) When analyzing the problem.
D) Before escalating the PMR to L2 support.

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

5. What would a L1 support professional use Really Simple Syndication (RSS) feed for?

A) to change a Web page.
B) to subscribe to updates from a Web page.
C) as a reliable tool for Site Services.
D) to program an application.

Solutions: