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

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IBM C2180-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A L1 support professional receives a new Problem Management Report (PMR) and the
Next Queue field has not been set. What should be inserted into the Next Queue field?

A) the Front End monitored queue
B) nothing, the Next Queue will be filled in by the BackEnd
C) nothing, the Next Queue field is only used for escalation
D) the Back End monitored queue

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

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

4. A customer opens a Problem Management Record (PMR) electronically and provides a ComplD. The Level 1 support professional cannotfind entitlement for this CompID. When informing the customer that no support contract was found, the customer sends a fax to the L1 support professional with the customer's support document including the Passport Advantage number and customer number.What should the L1 support professional do in this case?

A) Create a secondary PMR and requeue it to the entitlement exception team and work on the primary PMR after entitling it with "no valid contract".
B) Close the PMR.
C) Create a secondary PMR and requeue it to the entitlement exception team and requeue the primary PMR to the feedback queue until notified by the entitlement exception team.
D) Re-entitle the PMR for any product and work on the PMR.

5. Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:

A) RETAIN Notify to send Problem Management Report (PMR) notification.
B) notification to the resolution team on critsit PMRs
C) CallCenter to authenticate at the login time.
D) an email address to send notification when password is locked.

Solutions: