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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

A) Close the PMR without asking the customer if there is anything else IBM can help with.
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) Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.

2. Which one of the following functions is provided by the Technical Support organization flashes?

A) List by product. Activity last month. List by Doc ID
B) Search, List by Product ID, Activity last 12 month
C) List by Product Activity last 12 month. Search by submitter
D) Advanced Search, List by submitter. Activity last month

3. What would a L1 support professional use Really Simple Syndication (RSS) feed for?

A) to program an application.
B) as a reliable tool for Site Services.
C) to change a Web page.
D) to subscribe to updates from a Web page.

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

5. While working on a Problem Management Record (PMR), the L1 support professional is called to an urgent meeting. When returning from that meeting, it appears that the PMR is still dispatched. What is the correct action for the L1 support professional to take?

A) Requeue the PMR using the "No Change" option to adjust time recording.
B) Continue to work on the PMR and adjust time recording for the meeting.
C) Continue to work on the PMR with no time adjustment.
D) Immediately requeue the PMR with no time adjustment.

Solutions: