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

2. Which actions can customers perform using the Electronic Service Request tool?

A) open and close their PMRs
B) open, update or search for their PMRs
C) open, requeue and close their PMRs
D) open and escalate their PMRs

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

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

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

Solutions: