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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Where can a published Technotebe found?

A) in RETAIN
B) inCallCenter
C) in the LI Support teamroom
D) on the IBM Support Web site

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

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

3. What information does the Hours Per Problem (HPP) metric measure? It measures the:

A) average number of Electronic Programming Service Activity Report (EPSAR) hours on PMRs handled by all L1 support.
B) average number of PMRs handled by the L1 support professional per month.
C) total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).
D) average number of EPSAR hours on PMRs handled by the L1 support professional.

4. Which one of the following troubleshooting and diagnostic tools available for customers, is designed to primarily help answer questions and gather data for support personnel.

A) IBM Assist on Site
B) IBM Support Assistant
C) IBM Software Assistant
D) IBM Electronic Knowledge Database

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

Solutions: