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C2010-940 Questions and Answers
According to the Software Support Handbook how is a Severity 1 PMR defined?
critical impact or system down
severe impact and system running
non-critical or impacting support team
What action must always be performed before submitting a new DCF technote?
Forward the PMR to the BackEnd.
Install the DCF Item Creator application.
Ask the customer if they agree to open a technote.
Check for duplicate items in CAST or the Technote Database.
Which RETAIN commands allow an engineer to modify an EPSAR record?
EPS and sar
TIME and DATE
CR and CT and cc
What is the taxonomy spreadsheet?
a list of all Fastpath Component IDs for the Tivoli Domain
alist of all OneTeam Component IDs for the Tivoli Domain
a list of all supported Component IDs for the Tivoli Domain
a list of all supported Component IDs for all Domain/Platform
What is a difference in the handling of FastPath PMRs in comparison to other OneTeam PMRs?
Customer will receive less Service for FastPath PMRs.
FastPath PMRs will be quickly transferred to Back End.
FastPath PMRs will not be worked on by the Front End.
Customer will not be contacted in national language for FastPath PMRs.
Which guidelines must be followed when a FrontEnd engineer transfers a PMR to the Back End?
guidelines on Product Support page
When working on a OneTeam PMR, how does a Front End engineer show that they have primary responsibility for the PMR from the beginning to the end?
Taking Ownership and marking this in the Owner field of the PMR.
Taking Ownership and marking this in the Keyword 1 field of the PMR.
Write their name in the PMR text and explain that they are responsible for this
Enter their name in the Resolver field of the PMR and demonstrate responsibility for resolution.
Which action must be done by a Front End (FE) engineer in order to requeue a PMR to the Back End (BE) queue using CCWIN?
Increase the AGS set level up to 6.
Contact BE by phone or using Same time chat.
E-mail BE notifying them of the upcoming customer PMR.
Fill in the "NEXT QUEUE" field with the FE feedback queue.
If the OneTeam format alter is 1654 for your geography. What would be the command to report FA 1654 on a PMR managed by RETAIN?
type fa 1654
type format alter and insert 1654
type fa and fill in the format alter number with 1654