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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. While working a Problem Management Record (PMR), a Level 1 support professional learns that the PMR has been added to an existing Critical Situation (CritSit) for the customer. What needs to be done to ensure proper handling of the PMR?

A) Update the CritSit field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
B) Update the Complaint field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
C) Update the Complaint field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.
D) Update the CritSit field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Projectoffice.

3. 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) open, update and list their PMRs.
B) search for old PMRs, including their own.
C) register and ask for software support.
D) download official patches and fixes for their PMRs.

4. When writing a technical document which will be available for both internal and external use, how should the L1 support professional utilize acronyms?

A) Do not use them as the external users may not know them.
B) Use them; if people do not know then it is up to them to figure them out.
C) Do not use them as the external and internal users may not know them.
D) Use them; write out the name then in parenthesis place the acronym.

5. The L1 support professional received a secondary Problem Management Record (PMR) and needs to requeue this secondary PMR to the primary PMR location. Which function does the L1 support professional use to locate the primary PMR using CallCenter?

A) List Queues
B) List Calls
C) ListPMRs
D) List Primary

Solutions: