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IBM C2090-045 Exam Syllabus Topics:

IBM Information Management Front End Tools and Processes Sample Questions:

Question 1

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

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

Question 2

When working on a OneTeam PMR, how does a FrontEnd engineer show that they have primary responsibility for the PMR from the beginning to the end?

A. Taking Ownership and marking this in the Keyword 1 field of the PMR.
B. Write their name in the PMR text and explain that they are responsible for this PMR.
C. Taking Ownership and marking this in the Owner field of the PMR.
D. Enter their name in the Resolver field of the PMR and demonstrate responsibility for resolution.

Question 3

A FrontEnd engineer has provided the customer with an APAR fix for their problem.
What Service Given Code should be assigned before closing this call?

A. 59
B. 69
C. 19
D. 89

Question 4

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

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

Solutions: