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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Which one of the following is not a way to show good communication with our customers?

A) Match the customer's technical language and technical level.
B) Keep the focus on the goal of solving the problem.
C) Show a positive attitude.
D) Show lack of interest to how the problem is impacting the customer.

2. What is the encryption level and method that is used by Assist On-site (AOS)?

A) 128-bit Data Encryption Standard (DES)
B) 256-bit Triple Data Encryption Standard (DES)
C) 64-bit Advanced Encryption Standard (AES)
D) 128-bit Advanced Encryption Standard (AES)

3. 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) Contact Reference File (CRF)
B) BluePages
C) PMR scratch pad
D) Account Representative responsible for the customer

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

5. 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) 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.
B) Re-entitle the PMR for any product and work on 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) Close the PMR.

Solutions: