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IBM Information Management Front End Tools and Processes Sample Questions:

1. When an engineer codes a CT or clicks the Contact button on a PMR, which metric does it directly impact?

A) Self Sufficiency
B) Last Service Given days
C) Total Turn around time
D) Response Time

2. What is purpose of the Assist on Site (AOS) tool?

A) It is a remote tool by which a BackEnd engineer can contact their customer.
B) It is a remote tool by which a technical support engineer can contact another peer for problem analysis.
C) It is a remote tool by which IBM Learning Services can perform remote education for a customer.
D) It is a live remote-assistance tool by which a technical support engineer can assist a customer in problem resolution.

3. Which action must be done by a FrontEnd (FE) engineer in order to requeue a PMR to the BackEnd (BE) queue using CCWIN?

A) Increase the AQS set level up to 6.
B) E-mail BE notifying them of the upcoming customer PMR.
C) Contact BE by phone or using Sametime chat.
D) Fill in the "NEXT QUEUE" field with the FE feedback queue.

4. Which RETAIN commands allow an engineer to modify an EPSAR record?

A) EPS and sar
B) ARandPSAR
C) TIME and DATE
D) CR and CT and cc

Solutions: