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IBM C2090-045 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: General Knowledge | 10% | - Customer entitlement and licensing - Information Management product basics |
| Topic 2: Support Tools | 35% | - CCWIN usage and navigation - Flash and product support resources - RETAIN system commands and records - IBM Support Assistant - Technote and CAST database |
| Topic 3: PMR Management & Workflow | 30% | - Transfer between Front End and Back End - PMR ownership and tracking - OneTeam support model - FastPath and escalation rules |
| Topic 4: Service Processes & Standards | 25% | - Service given codes and metrics - CRF and DCF documentation - Problem diagnosis and resolution steps - APAR and fix handling |
IBM Information Management Front End Tools and Processes Sample Questions:
1. Which action must be done by a FrontEnd (FE) engineer in order to requeue a PMR to the BackEnd (BE) queue using CCWIN?
A) Fill in the "NEXT QUEUE" field with the FE feedback queue.
B) Contact BE by phone or using Sametime chat.
C) E-mail BE notifying them of the upcoming customer PMR.
D) Increase the AQS set level up to 6.
2. Where can content of a published Technote be found?
A) in the Lotus Notes FrontEnd Support teamroom
B) in CAST
C) in CCWIN
D) in RETAIN
3. According to the Software Support Handbook how is a Severity 1 PMR defined?
A) Non-critical query
B) Severeimpact and system running
C) Criticalimpact or system down
D) Non-critical or impacting support team
4. A customer with a Passport Advantage contract has opened a Severityl PMR. What is the responsiveness target for this PMR?
A) within five hours
B) within two hours
C) the best endeavors
D) within one hour
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: B |
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