C9560-940 Questions And Answers

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Exam Name: IBM Tivoli Level 1 Support Tools and Processes

Updated: 2019-06-26

Q & A: 40

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Question No : 1

What is purpose of the Assist on Site (AOS) tool?
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.
Answer: D

Question No : 2

What is one source of information that a FrontEnd engineer should use to resolve a PMR?
A. PD Tools home page
B. product support page
C. IMT Intranet home page
D. Extreme Leverage webpage
Answer: B

Question No : 3

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 No : 4

What is the total time a OneTeam Severity 1 PMR should be worked before passing to the BackEnd?
A. 1 hour
B. 4 hours
C. 3 business days
D. 5 business days
Answer: B

Question No : 5

How can a CRF be changed when incorrect/missing information is found?
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.
Answer: B

Question No : 6

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 No : 7

An engineer has found a very good match for a customer's problem, 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. 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
Answer: A

Question No : 8

When does a PMR need to be re-entitled?
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.
Answer: A

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