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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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 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.
B) 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.
C) 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.
D) 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.

2. A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?

A) 2
B) 4
C) 1
D) 3

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

4. 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) Close the PMR.
B) 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".
C) 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.
D) Re-entitle the PMR for any product and work on the PMR.

5. Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:

A) notification to the resolution team on critsit PMRs
B) CallCenter to authenticate at the login time.
C) an email address to send notification when password is locked.
D) RETAIN Notify to send Problem Management Report (PMR) notification.

Solutions: