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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

2. A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?

A) 3
B) 1
C) 4
D) 2

3. As a L1 support professional there are numerous Problem Management Record (PMR) tools that canbeutilized. When should Assist On Site (AOS) be used instead of IBM Support Assistant (ISA)?
To:

A) remote log-in to a client's machine to assist in gathering log files
B) run diagnostic tools
C) search numerous databases concurrently
D) collect the correct set of documentation

4. Premium Support offerings are services that provide:

A) additional and specialized support on Operating Systems or Middleware products.
B) additional and specialized support on Operating Systems.
C) additional and specialized support on Middleware products.
D) specialized support on Operating Systems or Middleware products

5. Which one of the following functions is provided by the Technical Support organization flashes?

A) List by product. Activity last month. List by Doc ID
B) Advanced Search, List by submitter. Activity last month
C) List by Product Activity last 12 month. Search by submitter
D) Search, List by Product ID, Activity last 12 month

Solutions: