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Question No : 1
A. It is a remote tool by which a BackEnd engineer can contact their customer.
B. It is a remote tool by which IBM Learning Services can perform remote education for a 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.
Question No : 2
A. PD Tools home page
B. product support page
C. IMT Intranet home page
D. Extreme Leverage webpage
Question No : 3
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.
Question No : 4
A. 1 hour
B. 4 hours
C. 3 business days
D. 5 business days
Question No : 5
A. Everyone can change a CRF using CCWIN.
B. Everyone can change a CRF using RETAIN.
C. Contact the Duty Manager to change the CRF.
D. Contact the CRF owner and have them change the CRF.
Question No : 6
A. RETAIN User ID
B. Windows Log-in ID
C. Lotus Notes User ID
D. IBM Intranet User ID
Question No : 7
What is your next course of action?
A. pass the call to next level of support to confirm fix
B. send customer a closure request and details of APAR
C. close the call advising of APAR details in next release
D. send customer APAR details and details of next release
Question No : 8
A. When the product compid is changed.
B. When the customer cannot speak English.
C. When customer's telephone number is changed.
D. When you find an APAR for the customer's problem.