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IBM Information Management Front End Tools and Processes Sample Questions:

1. 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) Self Sufficiency
D) Last Service Given days

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

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

3. Which version of VMWare can be installed on your local Windows machine?

A) VMWare Server
B) VMWare Database
C) VMWare Thinkpad
D) VMWare Client

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

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

Solutions: