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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. What is the usage of the Post Sales database (PSdb) Web site?

A) It allows the customers to search for their problem in other reported Problem Management Records (PMRs)
B) It helps support professionals determine what documents they will need from the customer according to their product.
C) It allows both customers and Support professionals to search for their problem in other reported PMRs.
D) It allows the Support Professionals to search for their problem in other reported PMRs.

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

A) To show the customer that they have not responded.
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) It shows commitment to our customers by the support professional.

3. The Format Alter (FA) 1654 has a timezone. TZ field.
This refers to the timezone of:

A) the customer's support contract
B) the customer contact
C) L1 support
D) L2 support

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

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

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

Solutions: