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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) Re-entitle the PMR for any product and work on the PMR.
B) Close the PMR.
C) 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".
D) 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.

2. While working a new PMR, the L1 support professional finds an Open Problem Management Record (PMR) with the same issue and error that is being worked by BackEnd support.
What should be entered into the Owner ID field?

A) the ID of the L1 Support professional
B) the ID of the L2 support professional
C) the Owner ID of the other PMR
D) nothing; leave it empty to avoid any confusion

3. The server "ftp.ecurep.ibm.com" is an anonymous FTP server, who can access this server?

A) Only IBM employees where they can access it from the intranet.
B) IBM employees and Customers who are registered in ECuRep
C) Every one as it'sacess is public from the internet.
D) IBM employees that are registered in ECuRep.

4. Which command should be used within RETAIN to find the archived Problem Management Record (PMR) 12340.130,702?

A) N;RS4/1/A;12340B130C702
B) N;RS4/1/P;12340 B130C702
C) N;RTA/1/P;12340B130C702
D) N;RTA/1/A;12340B130C702

5. A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

A) Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
B) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
C) Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.
D) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.

Solutions: