Download IBM Business Partner SaaS Support Mastery Test v1.P9560-043.VCEplus.2019-06-04.48q.vcex

Vendor: IBM
Exam Code: P9560-043
Exam Name: IBM Business Partner SaaS Support Mastery Test v1
Date: Jun 04, 2019
File Size: 29 KB
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Demo Questions

Question 1
Which of the following is NOT a responsibility for the IBM Business Partner?
  1. Show the client how to use the IBM SaaS Support chat function
  2. Best practices consultation
  3. Errors and problem resolution
  4. Problem ownership, including escalation to IBM using the proper channels when necessary
Correct answer: C
Explanation:
Reference: https://www.ibm.com/support/customer/csol/soweb/pdf/archive/sow/ch-en/bupa/scibmservicesuitebp.pdf
Reference: https://www.ibm.com/support/customer/csol/soweb/pdf/archive/sow/ch-en/bupa/scibmservicesuitebp.pdf
Question 2
Which of the following is NOT true when opening a SaaS Support ticket?
  1. Access https://support.ibmcloud.com and click to the product you support
  2. Click "open a ticket" on the support home page
  3. 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
  4. Click "Finish" to submit the ticket
Correct answer: A
Explanation:
Reference: https://www.ibm.com/mysupport/s/?language=en_US
Reference: https://www.ibm.com/mysupport/s/?language=en_US
Question 3
What is considered an aspect of the support relationship for Level 1 Support delivered by the IBM Business Partner?
  1. Manage all communication with your End User
  2. Manage End User satisfaction issue
  3. Obtaining additional information from the End User for debugging
  4. All of the above
Correct answer: C
Question 4
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 5
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 6
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 7
What is NOT considered Level 1 Support delivered by the IBM Business Partner?
  1. Resolve/ answer how-to, education and technical questions and provide best practices consultation
  2. Advise IBM Support on how to get additional information directly from the End User as needed to reproduce the error or problem
  3. Submit content to fill any knowledge gaps that exist in the IBM knowledge based support portal for the IBM SaaS product.
  4. 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 24x7 for critical problems.)
Correct answer: B
Question 8
Which of the following is NOT true regarding opening a new service request in the IBM SR Tool?
  1. "New Service Request" can be found under Service Requests & PMRs
  2. Complete the title and problem description of the service request
  3. Severity, Request Type, Operation System, Tracking ID and file attachments are required fields
  4. After "Add file to queue", enter your contact information, review your entries and "Create Request" to see the confirmation page
Correct answer: D
Explanation:
Reference: https://www-01.ibm.com/support/docview.wss?uid=nas8N1011377
Reference: https://www-01.ibm.com/support/docview.wss?uid=nas8N1011377
Question 9
Which of the following is NOT true regarding registering for the IBM SR Tool?
  1. If you are already registered as a customer there is no need to make changes to your registration
  2. Choose a product to display shortcut links in this module
  3. Go to Accessing SR tab and the click on the link to access SR
  4. Click on the register now link to get an IBM ID
Correct answer: C
Question 10
Which of the following is NOT true regarding customer terminology for IBM Software Support?
  1. ICN is the IBM Customer Number used to identify a customer when accessing an electronic service request
  2. SITE ID is used to specify the IBM support rep’s location. There may be multiple sites
  3. STC or Site Technical contact is responsible for overall support compliance for the end customer’s site
  4. Primary Contact is the customer site’s designated person for all IBM communications regarding changes to the contract
Correct answer: B
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