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IBM Information Management Front End Tools and Processes Sample Questions:

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

2. Patches and fixes require instructions to ensure that the correct installation procedures are followed. Where are these instructions available?

A) the README file contained in the patch/fix download
B) PATCH file within the patch or fix download
C) contact the engineer who created the patch
D) the product set information database

3. Which User ID is required to access CCWIN?

A) IBM Intranet User ID
B) Windows Log-in ID
C) RETAIN User ID
D) Lotus Notes User ID

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

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

Solutions: