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

2. A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A) ask the customer to engage their development team, and then close the PMR.
B) close the PMR.
C) ask the customer to engage IBM Services, and then close the PMR.
D) ask the customer to contact their Account Representative, and then close the PMR.

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

4. Where can a published Technotebe found?

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

5. A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?

A) 2
B) 3
C) 1
D) 4

Solutions: