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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A customer opens a Problem Management Record (PMR) electronically and provides a ComplD. The Level 1 support professional cannotfind entitlement for this CompID. When informing the customer that no support contract was found, the customer sends a fax to the L1 support professional with the customer's support document including the Passport Advantage number and customer number.What should the L1 support professional do in this case?

A) Create a secondary PMR and requeue it to the entitlement exception team and work on the primary PMR after entitling it with "no valid contract".
B) Create a secondary PMR and requeue it to the entitlement exception team and requeue the primary PMR to the feedback queue until notified by the entitlement exception team.
C) Re-entitle the PMR for any product and work on the PMR.
D) Close the PMR.

2. When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?

A) Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.
B) Ask the customer for positive confirmation that the problem is resolved and follow-up a week later even if the customer states the PMR may be closed.
C) Discuss with a coworker as to whether the PMR should be closed.
D) Close the PMR without asking the customer if there is anything else IBM can help with.

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

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

4. 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) Test Case
B) Transfer
C) Target
D) Transaction data

5. At what stage must the OneTeam Format Alter (1654) be completed?

A) When analyzing the problem.
B) During Problem Management Record (PMR) closure.
C) Before escalating the PMR to L2 support.
D) After the customer has been contacted for the first time.

Solutions: