IBM C2180-526 : IBM Application Integration Middleware L1 Support Application Development

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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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) When analyzing the problem.
D) After the customer has been contacted for the first time.

2. Where can a published Technotebe found?

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

3. A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:

A) Call Generate a new Severity 2 secondary PMR onto the L2 queue.
B) Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
C) Call Generate a new Severity 2 secondary PMR onto the L1 queue
D) ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.

4. What is the total time aOneTeam Severity 3 Problem Management Record (PMR) should be worked before passing to the BackEnd?

A) 1 hour
B) 4 hours
C) 3 business days
D) 5 business days

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

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

Solutions: