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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Where can a published Technotebe found?

A) on the IBM Support Web site
B) in the LI Support teamroom
C) inCallCenter
D) in RETAIN

2. What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:

A) to open an Enhancement Request.
B) for the customer entitlement process.
C) where customers are able to download software products.
D) that helps customers find answers and resolve issues with IBM software products.

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

4. A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?

A) 3
B) 4
C) 2
D) 1

5. 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.

Solutions: