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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

2. 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) Close the PMR without asking the customer if there is anything else IBM can help with.
C) Discuss with a coworker as to whether the PMR should be closed.
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.

3. What would a L1 support professional use Really Simple Syndication (RSS) feed for?

A) to program an application.
B) to subscribe to updates from a Web page.
C) to change a Web page.
D) as a reliable tool for Site Services.

4. Where can a published Technotebe found?

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

5. What is measured by Service Given Days? The number of days from Call Entry (CE) to the:

A) first instance of a final service given code on PMRs.
B) T9 service given code.
C) non-definitive last service given code on PMRs.
D) last instance of a final service given code on PMRs.

Solutions: