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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:

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

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

For more info read reference:

IBM P9560-043 Official Certification Site

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Exam Topics

The following are covered in IBM P9560-043 practice exams and IBM P9560-043 practice test:

• Objective of IBM Support
• SaaS Support Portal Escalation Process
• Where to go for Level 2 Support
• SaaS Support Portal Severity Levels
• SaaS Support Portal Knowledgebase
• Software Support Portal
• Level 1 Support: Business Partner Responsibilities
• Overview of Dealing with Problems
• Support Roles and Responsibilities
• Level 2 Support: IBM Responsibilities
• Software Support Portal Knowledgebase
• SaaS Support Portal
• End User Responsibilities
• Overview of Support through the SaaS Support Portal
• Overview of Support through the SaaS Support Portal
• Software Support Portal Escalation Process
• Overview of Support through the Software Support Portal
• Software Support Portal Severity Levels

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