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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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 Electronic Knowledge Database
B) IBM Software Assistant
C) IBM Support Assistant
D) IBM Assist on Site

2. Why is performing follow up (FUP) on the date set important?

A) It shows commitment to our customers by the support professional.
B) It shows the customer that the Problem Management Record (PMR) is in need of being worked on.
C) To ensure the customer knows they need to send in files.
D) To show the customer that they have not responded.

3. What information does the Hours Per Problem (HPP) metric measure? It measures the:

A) average number of PMRs handled by the L1 support professional per month.
B) total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).
C) average number of Electronic Programming Service Activity Report (EPSAR) hours on PMRs handled by all L1 support.
D) average number of EPSAR hours on PMRs handled by the L1 support professional.

4. The server "ftp.ecurep.ibm.com" is an anonymous FTP server, who can access this server?

A) Every one as it'sacess is public from the internet.
B) IBM employees that are registered in ECuRep.
C) IBM employees and Customers who are registered in ECuRep
D) Only IBM employees where they can access it from the intranet.

5. Where can a published Technotebe found?

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

Solutions: