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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

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

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

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

4. What is the best reason for quality written technical communication?

A) To ensure our customers can understand what has been written.
B) To ensure our clients can read and understand emails.
C) Allows IBM to be competitive, provides greater understanding of message, and ensure less confusion of meaning and intent.
D) Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent.

5. On EcuRepwhat file action for the problem analysis section is valid?

A) Log analyzer
B) Explore
C) Search Files
D) IBM Thread and Monitor Analyzer

Solutions: