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IBM Information Management Front End Tools and Processes Sample Questions:

1. An engineer has found a very good match for a customer'sproblem;the customer has advised that the workaround provided has alleviated the problem. An APAR has been raised and closed and is included in the next release of the product.
What is your next course of action?

A) pass the call to next level of support to confirm fix
B) send customer APAR details and details of next release
C) close the call advising of APAR details in next release
D) send customer a closure request and details of APAR

2. What is the IBM Support Assistant tool?

A) an IBM site where customer is able to download software products
B) an IBM tool for customer entitlement process
C) an IBM internal tool to open an Enhancement Request
D) an IBM tool that helps customers resolve issues with IBM software products

3. Prior to transferring a OneTeam PMR to the BackEnd , a problem summary should be added to the PMR. The OneTeam process uses the term EDANT to describe the mandatory information that should be included in the problem summary.
What does the N in EDANT stand for?

A) Nice to have
B) Next Action
C) New customer contact
D) Named Advice

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

Solutions: