How to Prepare For IBM Business Partner SaaS Support Mastery Test v1

Preparation Guide for IBM Business Partner SaaS Support Mastery Test v1

Introduction

This exam validates the technical knowledge required for Level 1 support for technical issues with the IBM products and servcies. Sample questions and detailed topics can be found in IBM P9560-043 practice exams and IBM P9560-043 practice test.

Candidate should give prepare from IBM P9560-043 exam dumps and give exam who want:

• Understand that IBM does not provide Technical Support or Level 2 Support to your End Users.
• Provide Technical Support, if available for the service and as described in the applicable IBM TOU, and as defined below Level 2 Support. You agree to be the interface to your End Users for this support.
• To provide Level 1 Support, as defined below, to your End Users and pass through to your End Users, as applicable, the support IBM provides.
• When an issue requires the assistance of IBM Support, you will work as the primary coordinator to your End User until the problem is resolved.

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IBM P9560-043 Exam Syllabus Topics:

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

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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:

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

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