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IBM Information Management Front End Tools and Processes Sample Questions:

1. 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) Self Sufficiency
C) Response Time
D) Last Service Given days

2. What should be done to ensure good communication inside the Front End teams and for Front End to Back End communications?

A) As soon as you are in the office, make sure that you tell everyone you are available now.
B) Make sure that Bluepages is always up to date with current contact information.
C) Make sure, all people have your mobile phone number, to contact you any time.
D) Before transferring a PMR to the Back Endalways check with your development contact, whether it is ok.

3. Which guidelines must be followed when a FrontEnd engineer transfers a PMR to the BackEnd?

A) guidelines onw3.ibm.com/oneteam
B) OneTeam guidelines
C) guidelines on Product Support page
D) FastPath guidelines

4. A FrontEnd engineer has provided the customer with an APAR fix for their problem.
What Service Given Code should be assigned before closing this call?

A) 89
B) 69
C) 59
D) 19

Solutions: