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IBM Information Management Front End Tools and Processes Sample Questions:

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

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

2. When a FrontEnd engineer receives a PMR, which steps must always be taken?

A) The engineer must transfer the PMR to the BackEnd and make sure their e-mail address is in the PMR.
B) The engineer must write English=Y in the OneTeam format alter and transfer the PMR to BackEnd.
C) The engineer must take Ownership and then contact the customer.
D) The engineer must Code CT in the PMR and send the PMR to the work queue.

3. Which User ID is required to access CCWIN?

A) IBM Intranet User ID
B) Windows Log-in ID
C) Lotus Notes User ID
D) RETAIN User ID

4. What is the OneTeam transfer criteria for PMRs based upon?

A) customer feedback and PMR volumes
B) service objectives and GTS targets
C) sales requirements and metrics
D) international research and management estimation

Solutions: