Mock examination available in Windows operation system

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IBM Information Management Front End Tools and Processes Sample Questions:

1. What is the meaning of Premium Support - Onsite Technical Support Services?

A) Helping to design a customer solution.
B) Provides on-site knowledge transfer and hands on training.
C) Manage customer when he is complaining.
D) Performs product installation at the customers' site.

2. What is the purpose of the Owner ID field in a OneTeam PMR?

A) allow BE to find customer contract number
B) clearly identifies the FrontEnd PMR owner
C) identify APAR number
D) clearly identifies the BackEnd (BE) PMR owner

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

4. When working on a OneTeam PMR, how does a FrontEnd engineer show that they have primary responsibility for the PMR from the beginning to the end?

A) Enter their name in the Resolver field of the PMR and demonstrate responsibility for resolution.
B) Taking Ownership and marking this in the Owner field of the PMR.
C) Write their name in the PMR text and explain that they are responsible for this PMR.
D) Taking Ownership and marking this in the Keyword 1 field of the PMR.

Solutions: