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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:

A) to open an Enhancement Request.
B) where customers are able to download software products.
C) for the customer entitlement process.
D) that helps customers find answers and resolve issues with IBM software products.

2. The L1 support professional received a secondary Problem Management Record (PMR) and needs to requeue this secondary PMR to the primary PMR location. Which function does the L1 support professional use to locate the primary PMR using CallCenter?

A) List Calls
B) ListPMRs
C) List Queues
D) List Primary

3. The server "ftp.ecurep.ibm.com" is an anonymous FTP server, who can access this server?

A) IBM employees that are registered in ECuRep.
B) IBM employees and Customers who are registered in ECuRep
C) Only IBM employees where they can access it from the intranet.
D) Every one as it'sacess is public from the internet.

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) do nothing further.
B) open a new severity 3 PMR.
C) document it in the current PMR.
D) open a new PMR at the same severity as the original PMR.

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

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

Solutions: