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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A) close the PMR.
B) ask the customer to engage their development team, and then close the PMR.
C) ask the customer to contact their Account Representative, and then close the PMR.
D) ask the customer to engage IBM Services, and then close the PMR.

2. While working on a defect Problem Management Report (PMR). the customer needs extensive
"how to" assistance from the L1 support professional in obtaining needed documentation.
Report the time spent:

A) on a new non-defect PMR.
B) on the defect PMR.
C) using a service given code of R9.
D) using a service given code of T9.

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

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

4. Explain why the customer would use a Problem Management Record (PMR) online tool (e.g.. Electronic Service Request (ESR), Service Request (SR))?
It is an IBM application where customers can:

A) download official patches and fixes for their PMRs.
B) register and ask for software support.
C) search for old PMRs, including their own.
D) open, update and list their PMRs.

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

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

Solutions: