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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

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

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 show the customer that they have not responded.
D) To ensure the customer knows they need to send in files.

3. Communication is not what the L1 support professional says. It is what the customer hears and what they think the L1 support professional meant. It is the perception. NOT the:

A) words.
B) understanding.
C) intent.
D) information.

4. When writing a technical document which will be available for both internal and external use, how should the L1 support professional utilize acronyms?

A) Use them; write out the name then in parenthesis place the acronym.
B) Do not use them as the external and internal users may not know them.
C) Do not use them as the external users may not know them.
D) Use them; if people do not know then it is up to them to figure them out.

5. Which one of the following functions is provided by the Technical Support organization flashes?

A) List by product. Activity last month. List by Doc ID
B) List by Product Activity last 12 month. Search by submitter
C) Advanced Search, List by submitter. Activity last month
D) Search, List by Product ID, Activity last 12 month

Solutions: