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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. The customer has expressed their concern on one of their Severity 1 Priority 1 Problem Management Records (PMRs)and has requested a call back from management. The L1 support professional needs to inform the Duty manager about the customer's escalation.
How does the L1 support professional find the Duty manager?
From the:

A) Contact Reference File (CRF)
B) PMR scratch pad
C) Account Representative responsible for the customer
D) BluePages

2. What is the best reason for quality written technical communication?

A) Allows IBM to be competitive, provides greater understanding of message, and ensure less confusion of meaning and intent.
B) To ensure our customers can understand what has been written.
C) Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent.
D) To ensure our clients can read and understand emails.

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

A) It allows both customers and 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 the Support Professionals to search for their problem in other reported PMRs.

4. When writing instructions to a customer, creating technical documentation, or updating a Problem Management (PMR), which is the best way to ensure ease of comprehension and completeness?
Utilize paragraph:

A) numbered items, and screen prints.
B) and numbered items.
C) and screen prints.
D) format only.

5. A useful Add-on is missing from the IBM Support Assistant Tool. What does the Level 1 support professional needs to do?

A) Update workbench with Add-on.
B) Reinstall Add-on.
C) Reinstall latest version of workbench.
D) Use IBM Support Assistant Lite with Add-on.

Solutions: