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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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) 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".
B) Re-entitle the PMR for any product and work on the PMR.
C) Close the PMR.
D) 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.

2. When writing instructions to a customer, creating technical documentation, or updating a Problem Management (PMR), which is the best way to ensure ease of comprehension and completeness?
Utilize paragraph:

A) format only.
B) numbered items, and screen prints.
C) and screen prints.
D) and numbered items.

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

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

4. While working a new PMR, the L1 support professional finds an Open Problem Management Record (PMR) with the same issue and error that is being worked by BackEnd support.
What should be entered into the Owner ID field?

A) the Owner ID of the other PMR
B) the ID of the L1 Support professional
C) the ID of the L2 support professional
D) nothing; leave it empty to avoid any confusion

5. 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 a Proactive Critical Situation (CritSit) is being opened.
B) Advise the customer that IBM is doing everything possible to resolve their PMRs.
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.

Solutions: