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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Which one of the following is not a way to show good communication with our customers?

A) Keep the focus on the goal of solving the problem.
B) Show a positive attitude.
C) Match the customer's technical language and technical level.
D) Show lack of interest to how the problem is impacting the customer.

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

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

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

4. Explain why the customer would use a Problem Management Record (PMR) online tool (e.g.. Electronic Service Request (ESR), Service Request (SR))?
It is an IBM application where customers can:

A) search for old PMRs, including their own.
B) register and ask for software support.
C) download official patches and fixes for their PMRs.
D) open, update and list their PMRs.

5. What is the usage of the Post Sales database (PSdb) Web site?

A) It helps support professionals determine what documents they will need from the customer according to their product.
B) It allows the Support Professionals to search for their problem in other reported PMRs.
C) It allows both customers and Support professionals to search for their problem in other reported PMRs.
D) It allows the customers to search for their problem in other reported Problem Management Records (PMRs)

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