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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Explain why the customer would use a Problem Management Record (PMR) online tool (e.g.. Electronic Service Request (ESR), Service Request (SR))?
It is an IBM application where customers can:

A) download official patches and fixes for their PMRs.
B) register and ask for software support.
C) search for old PMRs, including their own.
D) open, update and list their PMRs.

2. Which command should be used within RETAIN to find the archived Problem Management Record (PMR) 12340.130,702?

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

3. While working on a Problem Management Record (PMR), the L1 support professional is called to an urgent meeting. When returning from that meeting, it appears that the PMR is still dispatched. What is the correct action for the L1 support professional to take?

A) Continue to work on the PMR and adjust time recording for the meeting.
B) Requeue the PMR using the "No Change" option to adjust time recording.
C) Immediately requeue the PMR with no time adjustment.
D) Continue to work on the PMR with no time adjustment.

4. When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?

A) Discuss with a coworker as to whether the PMR should be closed.
B) Ask the customer for positive confirmation that the problem is resolved and follow-up a week later even if the customer states the PMR may be closed.
C) Close the PMR without asking the customer if there is anything else IBM can help with.
D) Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.

5. At what stage must the OneTeam Format Alter (1654) be completed?

A) During Problem Management Record (PMR) closure.
B) Before escalating the PMR to L2 support.
C) After the customer has been contacted for the first time.
D) When analyzing the problem.

Solutions: