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IBM Information Management Front End Tools and Processes Sample Questions:

1. What is the purpose of the Service Given Days measurement?

A) It is the number of days from Call Entry (CE) to the first final service given code on PMRs.
B) It is the amount of time from CE to the service given code put at the first contact with customer.
C) It is the number of days from CE to the non-definitive last service given code on PMRs.
D) It is the number of days from CE to the last final service given code on PMRs.

2. Where can content of a published Technote be found?

A) in RETAIN
B) in CCWIN
C) in CAST
D) in the Lotus Notes FrontEnd Support teamroom

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

4. What is the purpose of the Owner ID field in a OneTeam PMR?

A) allow BE to find customer contract number
B) identify APAR number
C) clearly identifies the FrontEnd PMR owner
D) clearly identifies the BackEnd (BE) PMR owner

Solutions: