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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. While working on a Problem Management Record (PMR), the L1 support professional is called to an urgent meeting. When returning from that meeting, it appears that the PMR is still dispatched. What is the correct action for the L1 support professional to take?

A) Continue to work on the PMR with no time adjustment.
B) Requeue the PMR using the "No Change" option to adjust time recording.
C) Continue to work on the PMR and adjust time recording for the meeting.
D) Immediately requeue the PMR with no time adjustment.

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

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

3. The L1 support professional received a secondary Problem Management Record (PMR) and needs to requeue this secondary PMR to the primary PMR location. Which function does the L1 support professional use to locate the primary PMR using CallCenter?

A) List Calls
B) ListPMRs
C) List Primary
D) List Queues

4. The customer has expressed their concern on one of their Severity 1 Priority 1 Problem Management Records (PMRs)and has requested a call back from management. The L1 support professional needs to inform the Duty manager about the customer's escalation.
How does the L1 support professional find the Duty manager?
From the:

A) Account Representative responsible for the customer
B) BluePages
C) PMR scratch pad
D) Contact Reference File (CRF)

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 using the Automatic Queue Selection (AQS) to route it.
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 to the queue on which the Primary resides.

Solutions: