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IBM Information Management Front End Tools and Processes Sample Questions:

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

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

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

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

3. 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) 69
B) 59
C) 89
D) 19

4. When working on a OneTeam PMR, how does a FrontEnd engineer show that they have primary responsibility for the PMR from the beginning to the end?

A) Enter their name in the Resolver field of the PMR and demonstrate responsibility for resolution.
B) Taking Ownership and marking this in the Keyword 1 field of the PMR.
C) Write their name in the PMR text and explain that they are responsible for this PMR.
D) Taking Ownership and marking this in the Owner field of the PMR.

Solutions: