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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

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

2. Premium Support offerings are services that provide:

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

3. Which of the required fields in a Design Change Request (DCR) has the most influence on the decision whether a requested functionality will be added to a product?

A) Priority
B) Requested Completion Date
C) IBM business justification
D) Description

4. What is the usage of the Post Sales database (PSdb) Web site?

A) It allows the Support Professionals to search for their problem in other reported PMRs.
B) It allows the customers to search for their problem in other reported Problem Management Records (PMRs)
C) It helps support professionals determine what documents they will need from the customer according to their product.
D) It allows both customers and Support professionals to search for their problem in other reported PMRs.

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

A) 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.
B) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
C) Choose a date that is best for the L1 support professional.
D) Inform the customer in writing of the date of the next follow up, and set the date to that date.

Solutions: