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

2. What is the encryption level and method that is used by Assist On-site (AOS)?

A) 128-bit Data Encryption Standard (DES)
B) 256-bit Triple Data Encryption Standard (DES)
C) 128-bit Advanced Encryption Standard (AES)
D) 64-bit Advanced Encryption Standard (AES)

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

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

5. While working a Problem Management Record (PMR), a Level 1 support professional learns that the PMR has been added to an existing Critical Situation (CritSit) for the customer. What needs to be done to ensure proper handling of the PMR?

A) Update the Complaint field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
B) Update the CritSit field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
C) Update the CritSit field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Projectoffice.
D) Update the Complaint field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.

Solutions: