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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?

A) Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.
B) Discuss with a coworker as to whether the PMR should be closed.
C) Close the PMR without asking the customer if there is anything else IBM can help with.
D) Ask the customer for positive confirmation that the problem is resolved and follow-up a week later even if the customer states the PMR may be closed.

2. A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?

A) Advise the customer that IBM is doing everything possible to resolve their PMRs.
B) Advise the customer a Proactive Critical Situation (CritSit) is being opened.
C) Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.
D) Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.

3. Which one of the following troubleshooting and diagnostic tools available for customers, is designed to primarily help answer questions and gather data for support personnel.

A) IBM Electronic Knowledge Database
B) IBM Software Assistant
C) IBM Assist on Site
D) IBM Support Assistant

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

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

Solutions: