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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?

A) Choose a date that is best for the L1 support professional.
B) Inform the customer in writing of the date of the next follow up, and set the date to that date.
C) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
D) If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.

2. Which one of the following troubleshooting and diagnostic tools available for customers, is designed to primarily help answer questions and gather data for support personnel.

A) IBM Software Assistant
B) IBM Support Assistant
C) IBM Electronic Knowledge Database
D) IBM Assist on Site

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

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

4. The server "ftp.ecurep.ibm.com" is an anonymous FTP server, who can access this server?

A) Every one as it'sacess is public from the internet.
B) IBM employees and Customers who are registered in ECuRep
C) Only IBM employees where they can access it from the intranet.
D) IBM employees that are registered in ECuRep.

5. Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:

A) notification to the resolution team on critsit PMRs
B) CallCenter to authenticate at the login time.
C) an email address to send notification when password is locked.
D) RETAIN Notify to send Problem Management Report (PMR) notification.

Solutions: