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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

2. A customer opened a PMR to request a fixpack for WebSphere Application Server. What action should the L1 support professional take?

A) Close the PMR as it is out of L1 support scope.
B) Post thread in developerWorks forum and direct the customer to it.
C) Search for fixpack and provide link and instruction to customer.
D) Contact L3 to get fixpack.

3. Which one of the following functions is provided by the Technical Support organization flashes?

A) List by Product Activity last 12 month. Search by submitter
B) Search, List by Product ID, Activity last 12 month
C) Advanced Search, List by submitter. Activity last month
D) List by product. Activity last month. List by Doc ID

4. Where can a published Technotebe found?

A) in RETAIN
B) on the IBM Support Web site
C) inCallCenter
D) in the LI Support teamroom

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

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

Solutions: