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

2. Where can a published Technotebe found?

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

3. Which one of the following is a valid format when sending a file to ECuRep?

A) 87876765724config.txt
B) 87656 724999.config.txt
C) 87654.0L049config.txt
D) 87876.724.0LDconfig.txt

4. The server "ftp.ecurep.ibm.com" is an anonymous FTP server, who can access this server?

A) IBM employees and Customers who are registered in ECuRep
B) IBM employees that are registered in ECuRep.
C) Every one as it'sacess is public from the internet.
D) Only IBM employees where they can access it from the intranet.

5. A customer opens a Problem Management Record (PMR) electronically and provides a ComplD. The Level 1 support professional cannotfind entitlement for this CompID. When informing the customer that no support contract was found, the customer sends a fax to the L1 support professional with the customer's support document including the Passport Advantage number and customer number.What should the L1 support professional do in this case?

A) Create a secondary PMR and requeue it to the entitlement exception team and work on the primary PMR after entitling it with "no valid contract".
B) Close the PMR.
C) Re-entitle the PMR for any product and work on the PMR.
D) Create a secondary PMR and requeue it to the entitlement exception team and requeue the primary PMR to the feedback queue until notified by the entitlement exception team.

Solutions: