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

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:

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

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