IBM Application Integration Middleware L1 Support Application Development : C9510-526

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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. When writing instructions to a customer, creating technical documentation, or updating a Problem Management (PMR), which is the best way to ensure ease of comprehension and completeness?
Utilize paragraph:

A) and numbered items.
B) format only.
C) numbered items, and screen prints.
D) and screen prints.

2. Where can a published Technotebe found?

A) on the IBM Support Web site
B) inCallCenter
C) in the LI Support teamroom
D) in RETAIN

3. What information does the Hours Per Problem (HPP) metric measure? It measures the:

A) average number of Electronic Programming Service Activity Report (EPSAR) hours on PMRs handled by all L1 support.
B) total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).
C) average number of EPSAR hours on PMRs handled by the L1 support professional.
D) average number of PMRs handled by the L1 support professional per month.

4. A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

A) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
B) Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
C) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.
D) Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.

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

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

Solutions: