[2026] IBM Application Integration Middleware L1 Support Application Development

문제1

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. Email the customer as it is quicker than calling them.

C. Communicate in the fashion desired by the customer.

D. Call or email them, both are useful tools of communication.

정답: B

문제2

What is measured by Service Given Days? The number of days from Call Entry (CE) to the:

A. T9 service given code.

B. non-definitive last service given code on PMRs.

C. first instance of a final service given code on PMRs.

D. last instance of a final service given code on PMRs.

정답: C

문제3

While working on a Problem Management Record (PMR), the L1 support professional is called to an urgent meeting. When returning from that meeting, it appears that the PMR is still dispatched. What is the correct action for the L1 support professional to take?

A. Immediately requeue the PMR with no time adjustment.

B. Continue to work on the PMR with no time adjustment.

C. Continue to work on the PMR and adjust time recording for the meeting.

D. Requeue the PMR using the "No Change" option to adjust time recording.

정답: C

문제4

A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?

A. Advise the customer that IBM is doing everything possible to resolve their PMRs.

B. Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.

C. Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.

D. Advise the customer a Proactive Critical Situation (CritSit) is being opened.

정답: D

문제5

Which one of the following is not a service of the IBM Passport Advantage offering?

A. 24x7 support on all Problem Management Records (PMRs)

B. software maintenance and support

C. product updates

D. software download and licensing

정답: B

문제6

As a L1 support professional there are numerous Problem Management Record (PMR) tools that canbeutilized. When should Assist On Site (AOS) be used instead of IBM Support Assistant (ISA)?
To:

A. search numerous databases concurrently

B. run diagnostic tools

C. collect the correct set of documentation

D. remote log-in to a client's machine to assist in gathering log files

정답: A

IBM Application Integration Middleware L1 Support Application Development - C2180-526무료 덤프문제 풀어보기

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