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mission critical tools
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tool descriptions |  |
| As a mission critical engineer, you should be aware of the following
tools:
WFM (Workflow Manager): is a call logger, documentation tool for software cases and logging hardware. An important button is "Flashes". Once accessed, this screen gives a brief profile of the hardware and shows any special information or notes. You can use WFM to set commitment reminders. WFM is updated by RASEs, used by PCC, TCC, and BRS RCE's. HAO (High Availability Observatory): allows the engineer to access the customer's system configuration and is used to login to their support node. Not all customers have this tool installed, but you should check for their connection before asking if they have HAO. KMINE (Knowledge Mine): is used to search the database. This database contains:
MCPI (Mission Critical Partner Information): provides customer account contract information, account summary, reports, and required call logging information, Patch recommendations, and Special considerations, such as closing cases, remote access, technical support concerns and questions. You can use MCPI to become familiar with the customer's environment. Other tools that are useful for collaboration among MC team members include Instant Messanger and Agent Locator. |
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| Interaction: Match the description with the
tool and press "submit", to see the correct answers. Questions |
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tool names | |
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