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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. An engineer is working with a US client and the client indicates they have another issue so another PMR is created. Which format insert isrequiredto perform entitlement on the new PMR?

A) Fl 1683
B) Fl 1529
C) Fl 1654
D) Fl 1586

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

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

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

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

4. What is the main purpose of EcuRep?

A) It is the data repository for manuals.
B) It is the repository for product download.
C) It is the data repository for product Component IDs
D) It is the repository for all customer PMR data.

5. 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 telephone number in the PMR.
B) Contact the client using the provided e-mail address 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.

Solutions: