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Updated: Jun 13, 2026
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IBM Application Integration Middleware L1 Support Application Development Sample Questions:
1. Which one of the following is not a service of the IBM Passport Advantage offering?
A) software maintenance and support
B) 24x7 support on all Problem Management Records (PMRs)
C) product updates
D) software download and licensing
2. The IBM Support Assistant (ISA) Blue tool is an?
A) internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
B) internal tool to capture audit trail information of customer navigation to support site.
C) tool for both internal and external use
D) externally available tool for customers
3. When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?
A) Discuss with a coworker as to whether the PMR should be closed.
B) Ask the customer for positive confirmation that the problem is resolved and follow-up a week later even if the customer states the PMR may be closed.
C) Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.
D) Close the PMR without asking the customer if there is anything else IBM can help with.
4. Which one of the following is not a way to show good communication with our customers?
A) Keep the focus on the goal of solving the problem.
B) Match the customer's technical language and technical level.
C) Show lack of interest to how the problem is impacting the customer.
D) Show a positive attitude.
5. 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) Requeue the PMR using the "No Change" option to adjust time recording.
C) Continue to work on the PMR with no time adjustment.
D) Continue to work on the PMR and adjust time recording for the meeting.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: D |
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