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IBM P9560-043 Official Certification Site

Concise contents

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Exam Topics

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

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

A true simulation environment

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Difficulty in Attempting IBM Business Partner SaaS Support Mastery Test v1

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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:

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

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

A brief introduction to the course

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