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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Which one of the following is not a way to show good communication with our customers?

A) Keep the focus on the goal of solving the problem.
B) Match the customer's technical language and technical level.
C) Show lack of interest to how the problem is impacting the customer.
D) Show a positive attitude.

2. What information does the Hours Per Problem (HPP) metric measure? It measures the:

A) average number of EPSAR hours on PMRs handled by the L1 support professional.
B) total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).
C) average number of PMRs handled by the L1 support professional per month.
D) average number of Electronic Programming Service Activity Report (EPSAR) hours on PMRs handled by all L1 support.

3. Where can a published Technotebe found?

A) inCallCenter
B) on the IBM Support Web site
C) in RETAIN
D) in the LI Support teamroom

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

5. On EcuRepwhat file action for the problem analysis section is valid?

A) Log analyzer
B) IBM Thread and Monitor Analyzer
C) Search Files
D) Explore

Solutions: