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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. What is the usage of the Post Sales database (PSdb) Web site?

A) It allows the Support Professionals to search for their problem in other reported PMRs.
B) It helps support professionals determine what documents they will need from the customer according to their product.
C) It allows both customers and Support professionals to search for their problem in other reported PMRs.
D) It allows the customers to search for their problem in other reported Problem Management Records (PMRs)

2. A customer opened a PMR to request a fixpack for WebSphere Application Server. What action should the L1 support professional take?

A) Post thread in developerWorks forum and direct the customer to it.
B) Close the PMR as it is out of L1 support scope.
C) Search for fixpack and provide link and instruction to customer.
D) Contact L3 to get fixpack.

3. Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?

A) IBMTechbooks
B) IBMBluebooks
C) IBMTechnotes
D) IBMRedbooks

4. 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 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.
B) 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.
C) 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.
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.

5. A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?

A) Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.
B) Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
C) Advise the customer that IBM is doing everything possible to resolve their PMRs.
D) Advise the customer a Proactive Critical Situation (CritSit) is being opened.

Solutions: