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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

2. What information does the Hours Per Problem (HPP) metric measure? It measures the:

A) average number of Electronic Programming Service Activity Report (EPSAR) hours on PMRs handled by all L1 support.
B) average number of EPSAR hours on PMRs handled by the L1 support professional.
C) average number of PMRs handled by the L1 support professional per month.
D) total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).

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) search numerous databases concurrently
C) run diagnostic tools
D) collect the correct set of documentation

4. A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

A) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.
B) Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.
C) Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
D) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.

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

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

Solutions: