Last Updated: Sep 26, 2026
No. of Questions: 40 Questions & Answers with Testing Engine
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| 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 - CRF and DCF documentation - Problem diagnosis and resolution steps - Service given codes and metrics |
| Support Tools | 35% | - CCWIN usage and navigation - Flash and product support resources - Technote and CAST database - RETAIN system commands and records - IBM Support Assistant |
Which AQS level must be set in order to involve the BackEnd?
Correct Answer: D 🗳️
What is a difference in the handling of FastPath PMRs in comparison to other OneTeam PMRs?
Correct Answer: A 🗳️
What is purpose of the Assist on Site (AOS) tool?
Correct Answer: D 🗳️
Which action must be done by a FrontEnd (FE) engineer in order to requeue a PMR to the BackEnd (BE) queue using CCWIN?
Correct Answer: C 🗳️
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