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IBM Information Management Front End Tools and Processes Sample Questions:

1. How can a CRF be changed when incorrect/missing information is found?

A) Contact the CRF owner and have them change the CRF.
B) Contact the Duty Manager to change the CRF.
C) Everyone can change a CRF using RETAIN.
D) Everyone can change a CRF using CCWIN.

2. What is the IBM Support Assistant tool?

A) an IBM tool that helps customers resolve issues with IBM software products
B) an IBM tool for customer entitlement process
C) an IBM internal tool to open an Enhancement Request
D) an IBM site where customer is able to download software products

3. When an engineer codes a CT or clicks the Contact button on a PMR, which metric does it directly impact?

A) Response Time
B) Total Turn around time
C) Last Service Given days
D) Self Sufficiency

4. What is the OneTeam transfer criteria for PMRs based upon?

A) international research and management estimation
B) customer feedback and PMR volumes
C) service objectives and GTS targets
D) sales requirements and metrics

Solutions: