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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. What is the purpose of IBM Redbooks?

A) provide specific information about products
B) provide how-to guidelines on RETAIN activity
C) provide guidance on how to manage PMRs
D) provide guidance on how to search in CCWin

2. Once a Non-OneTeam PMR created using Service Request has been received, which method should be used to contact the customer?

A) Contact the client using the provided e-mail address in the PMR.
B) Contact the client using the provided telephone number in the PMR.
C) Contact the client simply by updating the PMR and setting it for follow-up.
D) Contact the client using the provided preferred method of contact.

3. Which action must always be performed before submitting a new DCF technote?

A) Ask the customer if they agree to open a technote.
B) Install the DCF Item Creator application.
C) Forward the PMR to the BackEnd.
D) Check for duplicate items in CAST or the Technote database.

4. What method is used by an engineer to create a secondary call for a PMR?

A) Use the CT command in RETAIN or use the Contact button in CCWin.
B) Use the CV command in RETAIN or use the PMR->Call Convert option in CCWin.
C) Use the CG command in RETAIN or use the PMR^Create Call (Call Generate) option in CCWin.
D) Use the GC command in RETAIN or use the PMR^Call Generate (Call Create) option in CCWin.

5. When transferring a PMR to another team and the Component ID (CompID) is incorrect for the new team's product, what should the sending engineer do to the CompID (Component field in CCWin / Comp field in RETAIN)?

A) Blank out the CompID so that the receiving engineer can set it.
B) Set it to a special routing CompID used for all transfers.
C) Change it to a best guess for the CompID of the product that the new team will work on.
D) Leave it set to its current value, so that the receiving engineer can change it.

Solutions: