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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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) Call Generate a new Severity 2 secondary PMR onto the L1 queue
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) 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.
D) Call Generate a new Severity 2 secondary PMR onto the L2 queue.

2. What is the usage of the Post Sales database (PSdb) Web site?

A) It allows the customers to search for their problem in other reported Problem Management Records (PMRs)
B) It helps support professionals determine what documents they will need from the customer according to their product.
C) It allows the Support Professionals to search for their problem in other reported PMRs.
D) It allows both customers and Support professionals to search for their problem in other reported PMRs.

3. Premium Support offerings are services that provide:

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

4. As a L1 support professional there are numerous Problem Management Record (PMR) tools that canbeutilized. When should Assist On Site (AOS) be used instead of IBM Support Assistant (ISA)?
To:

A) remote log-in to a client's machine to assist in gathering log files
B) run diagnostic tools
C) collect the correct set of documentation
D) search numerous databases concurrently

5. What is the encryption level and method that is used by Assist On-site (AOS)?

A) 64-bit Advanced Encryption Standard (AES)
B) 256-bit Triple Data Encryption Standard (DES)
C) 128-bit Data Encryption Standard (DES)
D) 128-bit Advanced Encryption Standard (AES)

Solutions: