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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. At what stage must the OneTeam Format Alter (1654) be completed?

A) Before escalating the PMR to L2 support.
B) During Problem Management Record (PMR) closure.
C) After the customer has been contacted for the first time.
D) When analyzing the problem.

2. A useful Add-on is missing from the IBM Support Assistant Tool. What does the Level 1 support professional needs to do?

A) Use IBM Support Assistant Lite with Add-on.
B) Update workbench with Add-on.
C) Reinstall latest version of workbench.
D) Reinstall Add-on.

3. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?

A) If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.
B) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
C) Inform the customer in writing of the date of the next follow up, and set the date to that date.
D) Choose a date that is best for the L1 support professional.

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

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

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

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