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IBM Information Management Front End Tools and Processes Sample Questions:

1. What is the purpose of the Service Given Days measurement?

A) It is the number of days from CE to the last final service given code on PMRs.
B) It is the amount of time from CE to the service given code put at the first contact with customer.
C) It is the number of days from Call Entry (CE) to the first final service given code on PMRs.
D) It is the number of days from CE to the non-definitive last service given code on PMRs.

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

A) As soon as you are in the office, make sure that you tell everyone you are available now.
B) Make sure, all people have your mobile phone number, to contact you any time.
C) Make sure that Bluepages is always up to date with current contact information.
D) Before transferring a PMR to the Back Endalways check with your development contact, whether it is ok.

3. Where can IBM Flashes be found for any software product?

A) on the Extreme Leverage webpage
B) in RETAIN
C) inCCWIN
D) on the product support page

4. When an engineer codes a CT or clicks the Contact button on a PMR, which metric does it directly impact?

A) Last Service Given days
B) Response Time
C) Total Turn around time
D) Self Sufficiency

Solutions: