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IBM C2090-045 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Support Tools | 35% | - Flash and product support resources - RETAIN system commands and records - CCWIN usage and navigation - Technote and CAST database - IBM Support Assistant |
| PMR Management & Workflow | 30% | - OneTeam support model - FastPath and escalation rules - PMR ownership and tracking - Transfer between Front End and Back End |
| General Knowledge | 10% | - Information Management product basics - Customer entitlement and licensing |
| Service Processes & Standards | 25% | - CRF and DCF documentation - Service given codes and metrics - APAR and fix handling - Problem diagnosis and resolution steps |
IBM Information Management Front End Tools and Processes Sample Questions:
Question #1
Which User ID is required to access CCWIN?
A. RETAIN User ID
B. Windows Log-in ID
C. IBM Intranet User ID
D. Lotus Notes User ID
Question #2
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 live remote-assistance tool by which a technical support engineer can assist a customer in problem resolution.
C. It is a remote tool by which IBM Learning Services can perform remote education for a customer.
D. It is a remote tool by which a technical support engineer can contact another peer for problem analysis.
Question #3
Which RETAIN commands allow an engineer to modify an EPSAR record?
A. TIME and DATE
B. CR and CT and cc
C. ARandPSAR
D. EPS and sar
Question #4
A customer with a Passport Advantage contract has opened a Severity2 PMR. What is the responsiveness target for this PMR?
A. within 4 business hours
B. the best endeavors
C. within 5 business hours
D. within 2 business hours
Solutions:
| Question #1 Answer: A | Question #2 Answer: B | Question #3 Answer: B | Question #4 Answer: A |
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