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| Section | Weight | Objectives |
|---|---|---|
| PMR Management & Workflow | 30% | - Transfer between Front End and Back End - FastPath and escalation rules - PMR ownership and tracking - OneTeam support model |
| Support Tools | 35% | - CCWIN usage and navigation - Technote and CAST database - Flash and product support resources - IBM Support Assistant - RETAIN system commands and records |
| Service Processes & Standards | 25% | - Problem diagnosis and resolution steps - Service given codes and metrics - APAR and fix handling - CRF and DCF documentation |
| General Knowledge | 10% | - Customer entitlement and licensing - Information Management product basics |
An engineer has found a very good match for a customer'sproblem;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?
Correct Answer: D 🗳️
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?
Correct Answer: B 🗳️
Acustomer needs to know when a product will be out of support.
Where can this information be found?
Correct Answer: B 🗳️
What is the purpose of the Service Given Days measurement?
Correct Answer: A 🗳️
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