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IBM Information Management Front End Tools and Processes Sample Questions:

1. 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) Nice to have
C) New customer contact
D) Next Action

2. 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) Self Sufficiency
D) Response Time

3. Which User ID is required to access CCWIN?

A) IBM Intranet User ID
B) RETAIN User ID
C) Lotus Notes User ID
D) Windows Log-in ID

4. What is the meaning of Premium Support - Onsite Technical Support Services?

A) Provides on-site knowledge transfer and hands on training.
B) Helping to design a customer solution.
C) Manage customer when he is complaining.
D) Performs product installation at the customers' site.

Solutions: