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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Where can a published Technotebe found?

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

2. 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) where customers are able to download software products.
C) for the customer entitlement process.
D) that helps customers find answers and resolve issues with IBM software products.

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

4. What would a L1 support professional use Really Simple Syndication (RSS) feed for?

A) to program an application.
B) to change a Web page.
C) as a reliable tool for Site Services.
D) to subscribe to updates from a Web page.

5. 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) 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.
C) 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.
D) 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.

Solutions: