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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) 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.
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) Call Generate a new Severity 2 secondary PMR onto the L2 queue.
D) Call Generate a new Severity 2 secondary PMR onto the L1 queue

2. When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?

A) Call the customer as it is quicker to talk to them to figure out the issue.
B) Call or email them, both are useful tools of communication.
C) Email the customer as it is quicker than calling them.
D) Communicate in the fashion desired by the customer.

3. While working on a defect Problem Management Report (PMR). the customer needs extensive
"how to" assistance from the L1 support professional in obtaining needed documentation.
Report the time spent:

A) using a service given code of R9.
B) using a service given code of T9.
C) on the defect PMR.
D) on a new non-defect PMR.

4. The Format Alter (FA) 1654 has a timezone. TZ field.
This refers to the timezone of:

A) the customer's support contract
B) L1 support
C) L2 support
D) the customer contact

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

Solutions: