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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

2. When writing a technical document which will be available for both internal and external use, how should the L1 support professional utilize acronyms?

A) Do not use them as the external users may not know them.
B) Use them; write out the name then in parenthesis place the acronym.
C) Do not use them as the external and internal users may not know them.
D) Use them; if people do not know then it is up to them to figure them out.

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

4. When files are requested, a service given code of "W9" is utilized. What service given code is utilized when the files arrive?

A) R9
B) 39
C) 99
D) 19

5. A L1 support professional has received an email from a customer in reply to a request for additional information.
Which one of the following is the correct course of action to updating the PMR?
The L1 support professional should copy the email:

A) editing out all of the error information, including any confidential information
B) Editingthe error information down to just the relevant section
C) the error information down to just the relevant section and remove any confidential information
D) in its entirety

Solutions: