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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

A) average number of PMRs handled by the L1 support professional per month.
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 Electronic Programming Service Activity Report (EPSAR) hours on PMRs handled by all L1 support.

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 useful Add-on is missing from the IBM Support Assistant Tool. What does the Level 1 support professional needs to do?

A) Use IBM Support Assistant Lite with Add-on.
B) Update workbench with Add-on.
C) Reinstall Add-on.
D) Reinstall latest version of workbench.

4. The IBM Support Assistant (ISA) Blue tool is an?

A) externally available tool for customers
B) tool for both internal and external use
C) internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
D) internal tool to capture audit trail information of customer navigation to support site.

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

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

Solutions: