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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. When writing instructions to a customer, creating technical documentation, or updating a Problem Management (PMR), which is the best way to ensure ease of comprehension and completeness?
Utilize paragraph:

A) and screen prints.
B) format only.
C) and numbered items.
D) numbered items, and screen prints.

2. The Format Alter (FA) 1654 has a timezone. TZ field.
This refers to the timezone of:

A) the customer's support contract
B) L2 support
C) L1 support
D) the customer contact

3. What is the total time aOneTeam Severity 3 Problem Management Record (PMR) should be worked before passing to the BackEnd?

A) 1 hour
B) 3 business days
C) 5 business days
D) 4 hours

4. 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) Immediately requeue the PMR with no time adjustment.
B) Requeue the PMR using the "No Change" option to adjust time recording.
C) Continue to work on the PMR and adjust time recording for the meeting.
D) Continue to work on the PMR with no time adjustment.

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

A) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
B) 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.
C) Choose a date that is best for the L1 support professional.
D) Inform the customer in writing of the date of the next follow up, and set the date to that date.

Solutions: