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IBM Information Management Front End Tools and Processes Sample Questions:

1. What is the main purpose of ECuRep?

A) It is the data repository for manuals.
B) It is the repository for all customer PMR data.
C) It is the repository for product download.
D) It is the data repository for product Component IDs.

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

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

3. 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 BackEnd engineer can contact their customer.
C) It is a remote tool by which a technical support engineer can contact another peer for problem analysis.
D) It is a live remote-assistance tool by which a technical support engineer can assist a customer in problem resolution.

4. An engineer has found a very good match for a customer'sproblem;the customer has advised that the workaround provided has alleviated the problem. An APAR has been raised and closed and is included in the next release of the product.
What is your next course of action?

A) pass the call to next level of support to confirm fix
B) send customer APAR details and details of next release
C) send customer a closure request and details of APAR
D) close the call advising of APAR details in next release

Solutions: