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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?

A) 1
B) 2
C) 4
D) 3

2. While working a new PMR, the L1 support professional finds an Open Problem Management Record (PMR) with the same issue and error that is being worked by BackEnd support.
What should be entered into the Owner ID field?

A) the Owner ID of the other PMR
B) the ID of the L1 Support professional
C) nothing; leave it empty to avoid any confusion
D) the ID of the L2 support professional

3. Which one of the following is not a way to show good communication with our customers?

A) Show lack of interest to how the problem is impacting the customer.
B) Keep the focus on the goal of solving the problem.
C) Match the customer's technical language and technical level.
D) Show a positive attitude.

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

5. The server "ftp.ecurep.ibm.com" is an anonymous FTP server, who can access this server?

A) Only IBM employees where they can access it from the intranet.
B) IBM employees that are registered in ECuRep.
C) IBM employees and Customers who are registered in ECuRep
D) Every one as it'sacess is public from the internet.

Solutions: