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IBM Information Management Front End Tools and Processes Sample Questions:

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

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

2. Which actions can customers perform using the Electronic Service Request tool?

A) open, update or search for their PMRs
B) open, requeue and close their PMRs
C) open and close their PMRs
D) open and escalate their PMRs

3. What is one source of information that a FrontEnd engineer should use to resolve a PMR?

A) Extreme Leverage webpage
B) IMT Intranet home page
C) PD Tools home page
D) product support page

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

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

Solutions: