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2018 Jan IBM Official New Released C9560-940
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IBM Tivoli Level 1 Support Tools and Processes

Question No: 1

According to the Software Support Handbook how is a Severity 1 PMR defined?

  1. non-critical query

  2. critical impact or system down

  3. severe impact and system running

  4. non-critical or impacting support team

Answer: B

Question No: 2

What is one source of information that a FrontEnd engineer should use to resolve a PMR?

  1. PD Tools home page

  2. product support page

  3. IMT Intranet home page

  4. Extreme Leverage webpage

Answer: B

Question No: 3

What is the main purpose of ECuRep?

  1. It is the data repository for manuals.

  2. It is the repository for product download.

  3. It is the repository for all customer PMR data.

  4. It is the data repository for product Component IDs.

Answer: C

Question No: 4

Where can content of a published Technote be found?

  1. in CAST

  2. in CCWIN

  3. in RETAIN

  4. in the Lotus Notes FrontEnd Support teamroom

Answer: D

Question No: 5

Which guidelines must be followed when a FrontEnd engineer transfers a PMR to the BackEnd?

  1. FastPath guidelines

  2. OneTeam guidelines

  3. guidelines on Product Support page

  4. guidelines onw3.ibm.com/oneteam

Answer: B

Reference: http://www-03.ibm.com/certify/tests/objC2010-024.shtml

Question No: 6

Which User ID is required to access CCWIN?

  1. RETAIN User ID

  2. Windows Log-in ID

  3. Lotus Notes User ID

  4. IBM Intranet User ID

Answer: A

Reference: http://www-03.ibm.com/certify/tests/objC2010-024.shtml

Question No: 7

What is the purpose of the Owner ID field in aOneTeam PMR?

  1. clearly identifies the BackEnd (BE) PMR owner

  2. identify APAR number

  3. clearly identifies the FrontEnd PMR owner

  4. allow BE to find customer contract number

Answer: B

Question No: 8

What is the purpose of the Service Given Days measurement?

  1. It is the number of days from Call Entry (CE) to the first final service given code on PMRs.

  2. It is the number of days from CE to the last final service given code on PMRs.

  3. It is the number of days from CE to the non-definitive last service given code on PMRs.

  4. It is the amount of time from CE to the service given code put at the first contact with customer.

Answer: B

Reference: http://www-03.ibm.com/certify/tests/objC2010-024.shtml

Question No: 9

Which action must be done by a FrontEnd (FE) engineer in order to requeue a PMR to the BackEnd (BE) queue using CCWIN?

  1. Increase the AGS set level up to 6.

  2. Contact BE by phone or using Sametime chat.

  3. E-mail BE notifying them of the upcoming customer PMR.

  4. Fill in the quot;NEXT QUEUEquot; field with the FE feedback queue.

Answer: D

Question No: 10

When a FrontEnd engineer receives a PMR, which steps must always be taken?

  1. The engineer must take Ownership and then contact the customer.

  2. The engineer must Code CT in the PMR and send the PMR to the work queue.

  3. The engineer must write English=Y in the OneTeam format alter and transfer the PMR to BackEnd.

  4. The engineer must transfer the PMR to the BackEnd and make sure their e-mail address is in the PMR.

Answer: A

Reference: http://www-03.ibm.com/certify/tests/objC2010-940.shtml

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