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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. What is the encryption level and method that is used by Assist On-site (AOS)?

A) 128-bit Data Encryption Standard (DES)
B) 256-bit Triple Data Encryption Standard (DES)
C) 64-bit Advanced Encryption Standard (AES)
D) 128-bit Advanced Encryption Standard (AES)

2. While working a Problem Management Record (PMR), a Level 1 support professional learns that the PMR has been added to an existing Critical Situation (CritSit) for the customer. What needs to be done to ensure proper handling of the PMR?

A) Update the CritSit field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Projectoffice.
B) Update the CritSit field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
C) Update the Complaint field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
D) Update the Complaint field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.

3. The L1 support professional received a secondary Problem Management Record (PMR) and needs to requeue this secondary PMR to the primary PMR location. Which function does the L1 support professional use to locate the primary PMR using CallCenter?

A) List Primary
B) List Queues
C) ListPMRs
D) List Calls

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

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

5. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?

A) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
B) Choose a date that is best for the L1 support professional.
C) Inform the customer in writing of the date of the next follow up, and set the date to that date.
D) If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.

Solutions: