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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. The IBM Support Assistant (ISA) Blue tool is an?

A) tool for both internal and external use
B) externally available tool for customers
C) internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
D) internal tool to capture audit trail information of customer navigation to support site.

2. Communication is not what the L1 support professional says. It is what the customer hears and what they think the L1 support professional meant. It is the perception. NOT the:

A) words.
B) understanding.
C) intent.
D) information.

3. Which one of the following is not a service of the IBM Passport Advantage offering?

A) product updates
B) 24x7 support on all Problem Management Records (PMRs)
C) software download and licensing
D) software maintenance and support

4. A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A) ask the customer to engage IBM Services, and then close the PMR.
B) ask the customer to contact their Account Representative, and then close the PMR.
C) close the PMR.
D) ask the customer to engage their development team, and then close the PMR.

5. 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 Queues
B) ListPMRs
C) List Primary
D) List Calls

Solutions: