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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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 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.
C) 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.
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.

2. On EcuRepwhat file action for the problem analysis section is valid?

A) Log analyzer
B) IBM Thread and Monitor Analyzer
C) Search Files
D) Explore

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

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

5. What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:

A) to open an Enhancement Request.
B) that helps customers find answers and resolve issues with IBM software products.
C) where customers are able to download software products.
D) for the customer entitlement process.

Solutions: