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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

2. On EcuRepwhat file action for the problem analysis section is valid?

A) Explore
B) Search Files
C) IBM Thread and Monitor Analyzer
D) Log analyzer

3. AnL1 support professional has receivedaProblem Management Record (PMR), and identified an Authorized Program Analysis Report (APAR). The APAR has recently been raised and a test fix is available from Level 3. The L1 support professional has guided the customer through downloading this temporary fix.
How should the L1 support professional update the PMR?
Code a Service Given (SG) for:

A) Circumventiongiven.
B) fixtest given.
C) Installassistance for an APAR or Program Temporary Fix (PTF).
D) Codedefect.

4. Premium Support offerings are services that provide:

A) additional and specialized support on Middleware products.
B) additional and specialized support on Operating Systems.
C) specialized support on Operating Systems or Middleware products
D) additional and specialized support on Operating Systems or Middleware products.

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

Solutions: