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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

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

2. A Level 1 support professional would like to be kept informed of product-specific news or updated support content, such as publications, hints and tips, technical notes, product flashes (alerts)and downloads, and drivers. What is the advantage of the My Support webpage?
The information:

A) can be animated like a Power Point presentation.
B) will be translated to the National Language.
C) can be personalized.
D) can be refreshed to always show current information.

3. While talking to a customer regarding a Problem Management (PMR), the customer raises
a different "moderate impact" question.
What should the L1 support professional do?
Answer the unrelated question and:

A) open a new PMR at the same severity as the original PMR.
B) open a new severity 3 PMR.
C) do nothing further.
D) document it in the current PMR.

4. Which one of the following is not a service of the IBM Passport Advantage offering?

A) software maintenance and support
B) software download and licensing
C) 24x7 support on all Problem Management Records (PMRs)
D) product updates

5. Prior to transferring a FrontEnd Problem Management Record (PMR) to the BackEnd , a problem summary should be added to the PMR. The FrontEnd process uses the term BEDANT to describe the mandatory information that must be included in the problem summary.
What does the T in BEDANT stand for?

A) Target
B) Test Case
C) Transaction data
D) Transfer

Solutions: