Difficulty in Attempting IBM Business Partner SaaS Support Mastery Test v1

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

Exam Topics

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

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

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IBM P9560-043 Official Certification Site

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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:

• Managing cases from the first call through to resolution
• Include the Technical Support as specified in the applicable
• For any critical issue (Severity 1) have resources available to jointly work with the Business Partner until relief can be obtained
• Logging all calls
• 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
• Identify known errors and provide resolution to End User
• Tracking customer incidents / cases
• Having committed responses times
• Submit content to fill any knowledge gaps that exist in the IBM knowledge based support portal for the IBM SaaS product
• Providing regular status updates
• 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
• confirming next steps in problem investigations
• Setting realistic expectations
• Performing technical analysis on error / problem submitted to IBM Level 2 Support
• 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
• 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.
• 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.
• As feasible providing solutions, workarounds or fixes for errors / problems
• All communication with your End User
• Obtaining additional information for debugging
• Resolve / answer how-to, education and technical questions and provide best practices consultation
• Implement solution, workaround or fix, as provided by IBM.
• Providing regular status updates,
• Managing End User satisfaction issues
• Assigning severity
• Have and maintain a system

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