P9560-043 exam

Which of the following is NOT a responsibility for the IBM Business Partner?A . Show the client how to use the IBM SaaS Support chat functionB . Best practices consultationC . Errors and problem resolutionD . Problem ownership, including escalation to IBM using the proper channels when necessaryView AnswerAnswer: C

Which of the following is NOT true regarding the IBM Service Request (SR)?A . You can submit and manage PMRs on demand 24/7B . You need to describe your software problem using a list of preferred technical termsC . You can receive email notifications when an update has been made...

What is considered an aspect of the support relationship for Level 1 Support delivered by the IBM Business Partner?A . Manage all communication with your End UserB . Manage End User satisfaction issueC . Obtaining additional information from the End User for debuggingD . All of the aboveView AnswerAnswer: C

What is considered Level 2 Support provided by IBM to the IBM Business Partner?A . Provide an update to the ticket only when the issue is resolvedB . For any critical issue (Severity 1) have resources available to jointly work with the Business Partner until relief can be obtainedC ....

Which of the following is NOT true regarding opening a new service request in the IBM SR Tool?A . “New Service Request” can be found under Service Requests & PMRsB . Complete the title and problem description of the service requestC . Severity, Request Type, Operation System, Tracking ID and...

What is NOT considered a responsibility for the IBM Business Partner?A . Tracking customer incidents/cases in a tracking toolB . Logging all callsC . Opening a new ticket for every callD . Having committed response timesView AnswerAnswer: C

Which of the following is NOT a listed goal for IBM Support?A . Rapid response to your requestsB . Defer high risk fixes to avoid impacting additional clientsC . High quality fixes and informationD . Both A and CView AnswerAnswer: B

Which of the following is true regarding contacting IBM SaaS Support?A . The Support Portal should be your primary means of communicationB . SaaS Support Hours are consistent across product groupsC . A and BD . Neither A nor BView AnswerAnswer: A

Which of the following is true when dealing with problems regarding IBM Software Support Client Ownership and Problem Resolution?A . Do not document record of your commitment to the client in the problem in case it cannot be metB . If unable to meet commitments, contact the client with an...

Which of the following is true when dealing with problems regarding IBM Software Support Updating Problem Record?A . Ensure the personal communications have been deletedB . Ensure the problem records contain the only the original informationC . Ensure the action plans are clearly documented in problem recordsD . B and...