Download IBM Business Partner SaaS Support Mastery Test v1.P9560-043.TestKing.2019-05-28.21q.vcex

Vendor: IBM
Exam Code: P9560-043
Exam Name: IBM Business Partner SaaS Support Mastery Test v1
Date: May 28, 2019
File Size: 15 KB
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Demo Questions

Question 1
Which of the following is true when dealing with problems regarding IBM Software Support Client Ownership and Problem Resolution?
  1. Do not document record of your commitment to the client in the problem in case it cannot be met
  2. If unable to meet commitments, contact the client with an explanation and current status
  3. Provide a resolution only at the time agreed on with the client even if the problem is resolved before then
  4. A and B
Correct answer: D
Question 2
Which of the following is NOT true regarding the IBM contact types? 
  1. The STC is the Site Technical Contact for the End User. There is only one STC
  2. The TC is the Technical Contact. There is only one TC
  3. The Authorized User is the person at a Support Providers site is designated by the PTSC or SSTC to open and view PMRs
  4. The Authorized Reader is the person at the Support Providers site to view PMRs
Correct answer: B
Question 3
What is NOT considered a responsibility for the IBM Business Partner?
  1. Tracking customer incidents/cases in a tracking tool
  2. Logging all calls
  3. Opening a new ticket for every call
  4. Having committed response times
Correct answer: C
Question 4
Which of the following is part of the End User’s Role?
  1. Submitting all issues on one ticket
  2. Selecting a severity level only when the ticket is urgent
  3. Reopening the ticket and resubmitting to IBM Support if the problem is not resolved
  4. Informing of major upgrades/implementations of their system
Correct answer: D
Question 5
Which of the following is true regarding contacting IBM SaaS Support?
  1. The Support Portal should be your primary means of communication
  2. SaaS Support Hours are consistent across product groups
  3. A and B
  4. Neither A nor B
Correct answer: A
Question 6
Which of the following is NOT true regarding severity levels?
  1. A Severity Level 1 example includes the inability of the client to access services resulting in a critical impact on operations
  2. A Severity Level 2 examples includes restricted functionality causing the client to be in jeopardy of missing business deadlines
  3. A Severity Level 2 example includes an issue, but the functionality is usable and it is not a critical impact on operations
  4. A Severity Level 4 example includes an inquiry or non-technical request
Correct answer: C
Explanation:
Reference: https://www-01.ibm.com/support/docview.wss?uid=ibm10776041
Reference: https://www-01.ibm.com/support/docview.wss?uid=ibm10776041
Question 7
Which of the following is NOT true regarding the IBM Software Support Knowledge base?
  1. IBM Support Site, IBM developerWorks and IBM Business Partnerworld are some of the knowledge bases available
  2. The IBM Support Site is updated once a day
  3. Self-assist support is provided 24/7
  4. Business Partners are able to contribute to the IBM Support Knowledge base and provide feedback
Correct answer: C
Question 8
Which of the following is NOT true when dealing with Problem Record Management and Ownership? 
  1. Make sure the client concurs with problem closure
  2. If the client concurs, simply close the problem record
  3. If no concurrence, discuss what is needed to close the problem
  4. Document client concerns
Correct answer: B
Question 9
Which of the following is true regarding the IBM Support Portals?
  1. eMessage Support can be found in the Software Support Portal
  2. IBM Coremetrics Support can be found in Software Support Portal
  3. Soon all products will be supported through the Software Support Portal
  4. IBM Unica products are found in the Software Support Portal
Correct answer: B
Question 10
Which of the following is NOT true regarding the Support Portal?
  1. The Business Partner can select and move to a products list, products they are interested in
  2. The products of interest limits the Support Portal to only those products selected improving the quality of results when searching
  3. Product communication is only received via email 
  4. You can customize products, content and frequency of communication with IBM
Correct answer: C
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