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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. While working a new PMR, the L1 support professional finds an Open Problem Management Record (PMR) with the same issue and error that is being worked by BackEnd support.
What should be entered into the Owner ID field?

A) nothing; leave it empty to avoid any confusion
B) the ID of the L1 Support professional
C) the Owner ID of the other PMR
D) the ID of the L2 support professional

2. A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A) ask the customer to engage their development team, and then close the PMR.
B) ask the customer to engage IBM Services, and then close the PMR.
C) ask the customer to contact their Account Representative, and then close the PMR.
D) close the PMR.

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 Queues
D) List Primary

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

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

5. A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?

A) Advise the customer that IBM is doing everything possible to resolve their PMRs.
B) Advise the customer a Proactive Critical Situation (CritSit) is being opened.
C) Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
D) Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.

Solutions: