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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) Self Sufficiency
C) Response Time
D) Last Service Given days

2. When does a PMR need to be re-entitled?

A) When you find an APAR for the customer's problem.
B) When the product compid is changed.
C) When customer's telephone number is changed.
D) When the customer cannot speak English.

3. A customer with a Passport Advantage contract has opened a Severity2 PMR. What is the responsiveness target for this PMR?

A) within 5 business hours
B) the best endeavors
C) within 2 business hours
D) within 4 business hours

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

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

Solutions: