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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A L1 support professional needs to assist the customer in collecting log files. Which is the best state of Assist on Site (AOS) to do this?

A) chat only
B) shared keyboard and mouse
C) view only
D) take over / full control

2. A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?

A) 1
B) 3
C) 2
D) 4

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

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

5. Where can a published Technotebe found?

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

Solutions: