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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. When files are requested, a service given code of "W9" is utilized. What service given code is utilized when the files arrive?

A) 99
B) R9
C) 39
D) 19

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

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

4. A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:

A) ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
B) Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
C) Call Generate a new Severity 2 secondary PMR onto the L2 queue.
D) Call Generate a new Severity 2 secondary PMR onto the L1 queue

5. When writing instructions to a customer, creating technical documentation, or updating a Problem Management (PMR), which is the best way to ensure ease of comprehension and completeness?
Utilize paragraph:

A) and numbered items.
B) numbered items, and screen prints.
C) and screen prints.
D) format only.

Solutions: