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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:

A) Call Generate a new Severity 2 secondary PMR onto the L1 queue
B) Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
C) ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
D) Call Generate a new Severity 2 secondary PMR onto the L2 queue.

2. While talking to a customer regarding a Problem Management (PMR), the customer raises
a different "moderate impact" question.
What should the L1 support professional do?
Answer the unrelated question and:

A) document it in the current PMR.
B) open a new severity 3 PMR.
C) do nothing further.
D) open a new PMR at the same severity as the original PMR.

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

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

4. When writing a technical document which will be available for both internal and external use, how should the L1 support professional utilize acronyms?

A) Do not use them as the external users may not know them.
B) Use them; write out the name then in parenthesis place the acronym.
C) Use them; if people do not know then it is up to them to figure them out.
D) Do not use them as the external and internal users may not know them.

5. Which one of the following is a valid format when sending a file to ECuRep?

A) 87656 724999.config.txt
B) 87876.724.0LDconfig.txt
C) 87876765724config.txt
D) 87654.0L049config.txt

Solutions: