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IBM Information Management Front End Tools and Processes Sample Questions:
1. What is the meaning of Premium Support - Onsite Technical Support Services?
A) Provides on-site knowledge transfer and hands on training.
B) Manage customer when he is complaining.
C) Performs product installation at the customers' site.
D) Helping to design a customer solution.
2. Which action must be done by a FrontEnd (FE) engineer in order to requeue a PMR to the BackEnd (BE) queue using CCWIN?
A) E-mail BE notifying them of the upcoming customer PMR.
B) Fill in the "NEXT QUEUE" field with the FE feedback queue.
C) Contact BE by phone or using Sametime chat.
D) Increase the AQS set level up to 6.
3. What are three services that Passport Advantage offers to IBM entitled customers?
A) software upgrades
B) licensing
C) downloads
D) on-site 24x7 support
E) order new hardware
F) immediate response to technical calls
4. What is the IBM Support Assistant tool?
A) an IBM tool for customer entitlement process
B) an IBM tool that helps customers resolve issues with IBM software products
C) an IBM site where customer is able to download software products
D) an IBM internal tool to open an Enhancement Request
Solutions:
Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: A,D,F | Question # 4 Answer: B |