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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 IBM Learning Services can perform remote education for a 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 a BackEnd engineer can contact their customer.

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

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

3. Which User ID is required to access CCWIN?

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

4. What is a difference in the handling of FastPath PMRs in comparison to other OneTeam PMRs?

A) FastPath PMRs will be quickly transferred to BackEnd.
B) FastPath PMRs will not be worked on by the FrontEnd.
C) Customer will receive less Service for FastPath PMRs.
D) Customer will not be contacted in national language for FastPath PMRs.

Solutions: