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IBM Information Management Front End Tools and Processes Sample Questions:

1. What is a difference in the handling of FastPath PMRs in comparison to other OneTeam PMRs?

A) FastPath PMRs will be quickly transferred to BackEnd.
B) Customer will receive less Service for FastPath PMRs.
C) FastPath PMRs will not be worked on by the FrontEnd.
D) Customer will not be contacted in national language for FastPath PMRs.

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

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

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

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

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

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

Solutions: