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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

2. A useful Add-on is missing from the IBM Support Assistant Tool. What does the Level 1 support professional needs to do?

A) Reinstall Add-on.
B) Reinstall latest version of workbench.
C) Update workbench with Add-on.
D) Use IBM Support Assistant Lite with Add-on.

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

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

4. Why is performing follow up (FUP) on the date set important?

A) To ensure the customer knows they need to send in files.
B) To show the customer that they have not responded.
C) It shows the customer that the Problem Management Record (PMR) is in need of being worked on.
D) It shows commitment to our customers by the support professional.

5. The IBM Support Assistant (ISA) Blue tool is an?

A) internal tool to capture audit trail information of customer navigation to support site.
B) internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
C) externally available tool for customers
D) tool for both internal and external use

Solutions: