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IBM Application Integration Middleware L1 Support Application Development Sample Questions:
1. The customer has expressed their concern on one of their Severity 1 Priority 1 Problem Management Records (PMRs)and has requested a call back from management. The L1 support professional needs to inform the Duty manager about the customer's escalation.
How does the L1 support professional find the Duty manager?
From the:
A) PMR scratch pad
B) Contact Reference File (CRF)
C) Account Representative responsible for the customer
D) BluePages
2. 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) Immediately requeue the PMR with no time adjustment.
D) Continue to work on the PMR with no time adjustment.
3. Which one of the following functions is provided by the Technical Support organization flashes?
A) Advanced Search, List by submitter. Activity last month
B) Search, List by Product ID, Activity last 12 month
C) List by product. Activity last month. List by Doc ID
D) List by Product Activity last 12 month. Search by submitter
4. What is the best reason for quality written technical communication?
A) To ensure our customers can understand what has been written.
B) Allows IBM to be competitive, provides greater understanding of message, and ensure less confusion of meaning and intent.
C) Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent.
D) To ensure our clients can read and understand emails.
5. Premium Support offerings are services that provide:
A) additional and specialized support on Operating Systems.
B) additional and specialized support on Middleware products.
C) additional and specialized support on Operating Systems or Middleware products.
D) specialized support on Operating Systems or Middleware products
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: A |




