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IBM C2090-045 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| General Knowledge | 10% | - Customer entitlement and licensing - Information Management product basics |
| PMR Management & Workflow | 30% | - Transfer between Front End and Back End - FastPath and escalation rules - PMR ownership and tracking - OneTeam support model |
| Service Processes & Standards | 25% | - APAR and fix handling - Service given codes and metrics - CRF and DCF documentation - Problem diagnosis and resolution steps |
| Support Tools | 35% | - Flash and product support resources - CCWIN usage and navigation - RETAIN system commands and records - IBM Support Assistant - Technote and CAST database |
IBM Information Management Front End Tools and Processes Sample Questions:
What is the total time a OneTeam Severity 1 PMR should be worked before passing to the BackEnd?
- A. 3 business days
- B. 1 hour
- C. 4 hours
- D. 5 business days
Correct Answer: B 🗳️
Where can content of a published Technote be found?
- A. in RETAIN
- B. in the Lotus Notes FrontEnd Support teamroom
- C. in CCWIN
- D. in CAST
Correct Answer: C 🗳️
What is the meaning of Premium Support - Onsite Technical Support Services?
- A. Performs product installation at the customers' site.
- B. Helping to design a customer solution.
- C. Provides on-site knowledge transfer and hands on training.
- D. Manage customer when he is complaining.
Correct Answer: C 🗳️
Explanation: Only visible for BootcampPDF members. You can sign-up / login (it's free).
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?
- A. pass the call to next level of support to confirm fix
- B. send customer a closure request and details of APAR
- C. send customer APAR details and details of next release
- D. close the call advising of APAR details in next release
Correct Answer: B 🗳️
