IBM C9560-940 - IBM Tivoli Level 1 Support Tools and Processes Exam
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Total 40 questions
Question #6 (Topic: )
Which User ID is required to access CCWIN?
A. RETAIN User ID
B. Windows Log-in ID
C. Lotus Notes User ID
D. IBM Intranet User ID
Answer: A
Question #7 (Topic: )
What is the purpose of the Owner ID field in aOneTeam PMR?
A. clearly identifies the BackEnd (BE) PMR owner
B. identify APAR number
C. clearly identifies the FrontEnd PMR owner
D. allow BE to find customer contract number
Answer: B
Question #8 (Topic: )
What is the purpose of the Service Given Days measurement?
A. It is the number of days from Call Entry (CE) to the first final service given code on PMRs.
B. It is the number of days from CE to the last final service given code on PMRs.
C. It is the number of days from CE to the non-definitive last service given code on PMRs.
D. It is the amount of time from CE to the service given code put at the first contact with customer.
Answer: B
Question #9 (Topic: )
Which action must be done by a FrontEnd (FE) engineer in order to requeue a PMR to the
BackEnd (BE) queue using CCWIN?
BackEnd (BE) queue using CCWIN?
A. Increase the AGS set level up to 6.
B. Contact BE by phone or using Sametime chat.
C. E-mail BE notifying them of the upcoming customer PMR.
D. Fill in the "NEXT QUEUE" field with the FE feedback queue.
Answer: D
Question #10 (Topic: )
When a FrontEnd engineer receives a PMR, which steps must always be taken?
A. The engineer must take Ownership and then contact the customer.
B. The engineer must Code CT in the PMR and send the PMR to the work queue.
C. The engineer must write English=Y in the OneTeam format alter and transfer the PMR to BackEnd.
D. The engineer must transfer the PMR to the BackEnd and make sure their e-mail address is in the PMR.
Answer: A
