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| Section | Objectives |
|---|---|
| Topic 1: Application Development & Support | - Development lifecycle
|
| Topic 2: Tools and Runtime Environment | - IBM integration tools
|
| Topic 3: Application Integration Fundamentals | - IBM Integration Middleware overview
|
1. The customer has expressed their concern on one of their Severity 1 Priority 1 Problem Management Records (PMRs)and has requested a call back from management. The L1 support professional needs to inform the Duty manager about the customer's escalation.
How does the L1 support professional find the Duty manager?
From the:
A) Account Representative responsible for the customer
B) BluePages
C) PMR scratch pad
D) Contact Reference File (CRF)
2. AnL1 support professional has receivedaProblem Management Record (PMR), and identified an Authorized Program Analysis Report (APAR). The APAR has recently been raised and a test fix is available from Level 3. The L1 support professional has guided the customer through downloading this temporary fix.
How should the L1 support professional update the PMR?
Code a Service Given (SG) for:
A) Circumventiongiven.
B) Codedefect.
C) fixtest given.
D) Installassistance for an APAR or Program Temporary Fix (PTF).
3. A Level 1 support professional would like to be kept informed of product-specific news or updated support content, such as publications, hints and tips, technical notes, product flashes (alerts)and downloads, and drivers. What is the advantage of the My Support webpage?
The information:
A) can be personalized.
B) will be translated to the National Language.
C) can be refreshed to always show current information.
D) can be animated like a Power Point presentation.
4. Why is performing follow up (FUP) on the date set important?
A) To ensure the customer knows they need to send in files.
B) To show the customer that they have not responded.
C) It shows commitment to our customers by the support professional.
D) It shows the customer that the Problem Management Record (PMR) is in need of being worked on.
5. On EcuRepwhat file action for the problem analysis section is valid?
A) Explore
B) Search Files
C) IBM Thread and Monitor Analyzer
D) Log analyzer
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: A |
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