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IBM Information Management Front End Tools and Processes Sample Questions:

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

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

2. When an engineer codes a CT or clicks the Contact button on a PMR, which metric does it directly impact?

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

3. How can a CRF be changed when incorrect/missing information is found?

A) Contact the CRF owner and have them change the CRF.
B) Everyone can change a CRF using CCWIN.
C) Contact the Duty Manager to change the CRF.
D) Everyone can change a CRF using RETAIN.

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

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

Solutions: