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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) 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.

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

3. When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?

A) Call the customer as it is quicker to talk to them to figure out the issue.
B) Communicate in the fashion desired by the customer.
C) Call or email them, both are useful tools of communication.
D) Email the customer as it is quicker than calling them.

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

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

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

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

Solutions: