IBM C2180-526

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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?

A) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
B) If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.
C) Choose a date that is best for the L1 support professional.
D) Inform the customer in writing of the date of the next follow up, and set the date to that date.

2. A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

A) Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
B) Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.
C) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.
D) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.

3. What is the best reason for quality written technical communication?

A) Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent.
B) To ensure our customers can understand what has been written.
C) To ensure our clients can read and understand emails.
D) Allows IBM to be competitive, provides greater understanding of message, and ensure less confusion of meaning and intent.

4. A L1 support professional receives a new Problem Management Report (PMR) and the
Next Queue field has not been set. What should be inserted into the Next Queue field?

A) nothing, the Next Queue field is only used for escalation
B) the Front End monitored queue
C) the Back End monitored queue
D) nothing, the Next Queue will be filled in by the BackEnd

5. 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.

Solutions: