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Exam Topics

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

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

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

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:

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

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