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IBM Application Integration Middleware L1 Support Application Development Sample Questions:
1. What is measured by Service Given Days? The number of days from Call Entry (CE) to the:
A) first instance of a final service given code on PMRs.
B) non-definitive last service given code on PMRs.
C) T9 service given code.
D) last instance of a final service given code on PMRs.
2. At what stage must the OneTeam Format Alter (1654) be completed?
A) When analyzing the problem.
B) After the customer has been contacted for the first time.
C) Before escalating the PMR to L2 support.
D) During Problem Management Record (PMR) closure.
3. Which one of the following troubleshooting and diagnostic tools available for customers, is designed to primarily help answer questions and gather data for support personnel.
A) IBM Software Assistant
B) IBM Electronic Knowledge Database
C) IBM Assist on Site
D) IBM Support Assistant
4. Which of the required fields in a Design Change Request (DCR) has the most influence on the decision whether a requested functionality will be added to a product?
A) IBM business justification
B) Priority
C) Requested Completion Date
D) Description
5. 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) in its entirety
B) editing out all of the error information, including any confidential information
C) the error information down to just the relevant section and remove any confidential information
D) Editingthe error information down to just the relevant section
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: D |
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