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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 Severity Levels
- End User Responsibilities
- Overview of Support through the Software Support Portal
- Support Roles and Responsibilities
- SaaS Support Portal Escalation Process
- Where to go for Level 2 Support
- Overview of Support through the SaaS Support Portal
- Overview of Support through the SaaS Support Portal
- Software Support Portal Escalation Process
- Level 2 Support: IBM Responsibilities
- Software Support Portal Knowledgebase
- SaaS Support Portal
- Level 1 Support: Business Partner Responsibilities
- Objective of IBM Support
- Overview of Dealing with Problems
- SaaS Support Portal Knowledgebase
- Software Support Portal
- SaaS Support Portal Severity Levels
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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:
- Identify known errors and provide resolution to End User
- As feasible providing solutions, workarounds or fixes for errors / problems
- Providing regular status updates
- 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.
- Resolve / answer how-to, education and technical questions and provide best practices consultation
- Have and maintain a system
- 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) have resources available to jointly work with the Business Partner until relief can be obtained
- Managing End User satisfaction issues
- confirming next steps in problem investigations
- Providing regular status updates,
- Implement solution, workaround or fix, as provided by IBM.
- Performing technical analysis on error / problem submitted to IBM Level 2 Support
- Obtaining additional information for debugging
- 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.
- 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
- Logging all calls
- Setting realistic expectations
- Tracking customer incidents / cases
- Assigning severity
- 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
- 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
- Managing cases from the first call through to resolution
- Include the Technical Support as specified in the applicable
Reference: https://www.ibm.com/certify/mastery?id=P9560-043
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IBM P9560-043 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Support Roles and Responsibilities | - IBM Support Responsibilities
|
| Topic 2: SaaS Support Portal Usage | - Support Portal Features
|
| Topic 3: Incident Handling and Resolution | - Problem Investigation
|
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