P9560-043 Free Questions – IBM Business Partner SaaS Support Mastery Test v1 – PassQuestion Free Questions To Test Online

1. Which of the following is NOT a responsibility for the IBM Business Partner?

Show the client how to use the IBM SaaS Support chat function

Best practices consultation

Errors and problem resolution

Problem ownership, including escalation to IBM using the proper channels when necessary

2. Which of the following is NOT true when opening a SaaS Support ticket?

Access https://support.ibmcloud.com and click to the product you support

Click “open a ticket” on the support home page

If the Business Partner needs to include an attachment, they should email it to the IBM SaaS Support email address provided referencing the ticket submitted

Click “Finish” to submit the ticket

3. What is considered an aspect of the support relationship for Level 1 Support delivered by the IBM Business Partner?

Manage all communication with your End User

Manage End User satisfaction issue

Obtaining additional information from the End User for debugging

All of the above

4. Which of the following is true when dealing with problems regarding IBM Software Support Client Ownership and Problem Resolution?

Do not document record of your commitment to the client in the problem in case it cannot be met

If unable to meet commitments, contact the client with an explanation and current status

Provide a resolution only at the time agreed on with the client even if the problem is resolved before then

A and B

5. Which of the following is NOT true regarding the IBM contact types?

The STC is the Site Technical Contact for the End User. There is only one STC

The TC is the Technical Contact. There is only one TC

The Authorized User is the person at a Support Providers site is designated by the PTSC or SSTC to open and view PMRs

The Authorized Reader is the person at the Support Providers site to view PMRs

6. What is NOT considered a responsibility for the IBM Business Partner?

Tracking customer incidents/cases in a tracking tool

Logging all calls

Opening a new ticket for every call

Having committed response times

7. What is NOT considered Level 1 Support delivered by the IBM Business Partner?

Resolve/ answer how-to, education and technical questions and provide best practices consultation

Advise IBM Support on how to get additional information directly from the End User as needed to reproduce the error or problem

Submit content to fill any knowledge gaps that exist in the IBM knowledge based support portal for the IBM SaaS product.

For any critical issues (Severity 1) escalated to IBM, have resources available to jointly work with IBM until relied can be obtained (in line with IBM’s standard 24×7 for critical problems.)

8. Which of the following is NOT true regarding opening a new service request in the IBM SR Tool?

“New Service Request” can be found under Service Requests & PMRs

Complete the title and problem description of the service request

Severity, Request Type, Operation System, Tracking ID and file attachments are required fields

After “Add file to queue”, enter your contact information, review your entries and “Create
Request” to see the confirmation page

9. Which of the following is NOT true regarding registering for the IBM SR Tool?

If you are already registered as a customer there is no need to make changes to your registration

Choose a product to display shortcut links in this module

Go to Accessing SR tab and the click on the link to access SR

Click on the register now link to get an IBM ID

10. Which of the following is NOT true regarding customer terminology for IBM Software Support?

ICN is the IBM Customer Number used to identify a customer when accessing an electronic service request

SITE ID is used to specify the IBM support rep’s location. There may be multiple sites

STC or Site Technical contact is responsible for overall support compliance for the end customer’s site

Primary Contact is the customer site’s designated person for all IBM communications regarding changes to the contract

P9560-043 Free Questions – IBM Business Partner SaaS Support Mastery Test v1

P9560-043 Free Questions – IBM Business Partner SaaS Support Mastery Test v1

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