IBM P9560-043 : IBM Business Partner SaaS Support Mastery Test v1

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Exam Topics

The following are covered in IBM P9560-043 practice exams and IBM P9560-043 practice test:

• Software Support Portal Escalation Process
• SaaS Support Portal
• Level 1 Support: Business Partner Responsibilities
• Overview of Support through the SaaS Support Portal
• Overview of Support through the SaaS Support Portal
• SaaS Support Portal Knowledgebase
• Support Roles and Responsibilities
• Software Support Portal
• Overview of Support through the Software Support Portal
• End User Responsibilities
• SaaS Support Portal Escalation Process
• Overview of Dealing with Problems
• Objective of IBM Support
• Software Support Portal Severity Levels
• SaaS Support Portal Severity Levels
• Where to go for Level 2 Support
• Level 2 Support: IBM Responsibilities
• Software Support Portal Knowledgebase

Reference: https://www.ibm.com/certify/mastery?id=P9560-043

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The benefit in Obtaining the C9530-001 Exam Certification

After completion with IBM P9560-043 exam dumps, you can do the following:

Manage all aspects of the support relationship with your End Users, including:

• As feasible providing solutions, workarounds or fixes for errors / problems
• Resolve / answer how-to, education and technical questions and provide best practices consultation
• Add content to IBM knowledge base support portal(s) for the IBM SaaS products to fill any knowledge gaps that exist for known errors or problems
• Managing End User satisfaction issues
• Obtaining additional information for debugging
• Include the Technical Support as specified in the applicable
• confirming next steps in problem investigations
• Performing technical analysis on error / problem submitted to IBM Level 2 Support
• Implement solution, workaround or fix, as provided by IBM.
• Identify unknown errors / problem with the IBM SaaS products, try to debug and resolve and open an IBM Level 2 case for errors / problems that you can not resolve on your own
• Providing regular status updates,
• Identify known errors and provide resolution to End User
• Setting realistic expectations
• Tracking customer incidents / cases
• All communication with your End User
• Have and maintain a system
• Logging all calls
• For any critical issue (Severity 1) have resources available to jointly work with the Business Partner until relief can be obtained
• Providing regular status updates
• Submit content to fill any knowledge gaps that exist in the IBM knowledge based support portal for the IBM SaaS product
• For any critical issue (Severity 1) escalated to IBM, have resources available to jointly work with IBM until relief can be obtained (in line with IBM's standard 24x7 for critical problems). If you are not able to provide resources, the severity may be downgraded.
• Assigning severity
• Work with IBM on issues sent to IBM Level 2 Support, including getting additional information from the End User needed to reproduce the error or problem.
• Managing cases from the first call through to resolution
• Qualifying incoming calls verifying each End User's entitlement and determining if it is a new call or a call for an existing incident / case
• Having committed responses times