IBM C2180-526

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

2. A Level 1 support professional would like to be kept informed of product-specific news or updated support content, such as publications, hints and tips, technical notes, product flashes (alerts)and downloads, and drivers. What is the advantage of the My Support webpage?
The information:

A) will be translated to the National Language.
B) can be personalized.
C) can be refreshed to always show current information.
D) can be animated like a Power Point presentation.

3. Which command should be used within RETAIN to find the archived Problem Management Record (PMR) 12340.130,702?

A) N;RS4/1/P;12340 B130C702
B) N;RTA/1/A;12340B130C702
C) N;RS4/1/A;12340B130C702
D) N;RTA/1/P;12340B130C702

4. When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?

A) Ask the customer for positive confirmation that the problem is resolved and follow-up a week later even if the customer states the PMR may be closed.
B) Discuss with a coworker as to whether the PMR should be closed.
C) Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.
D) Close the PMR without asking the customer if there is anything else IBM can help with.

5. A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:

A) Call Generate a new Severity 2 secondary PMR onto the L2 queue.
B) Call Generate a new Severity 2 secondary PMR onto the L1 queue
C) Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
D) ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.

Solutions: