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IBM Information Management Front End Tools and Processes Sample Questions:

1. A customer with a Passport Advantage contract has opened a Severity2 PMR. What is the responsiveness target for this PMR?

A) the best endeavors
B) within 5 business hours
C) within 4 business hours
D) within 2 business hours

2. When does a PMR need to be re-entitled?

A) When you find an APAR for the customer's problem.
B) When customer's telephone number is changed.
C) When the customer cannot speak English.
D) When the product compid is changed.

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

A) Before transferring a PMR to the Back Endalways check with your development contact, whether it is ok.
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) As soon as you are in the office, make sure that you tell everyone you are available now.

4. Which actions can customers perform using the Electronic Service Request tool?

A) open and escalate their PMRs
B) open, update or search for their PMRs
C) open and close their PMRs
D) open, requeue and close their PMRs

Solutions: