IBM Business Partner SaaS Support Mastery Test v1 - P9560-043 Exam Practice Test

A. IBM Unica products are found in the Software Support Portal

B. eMessage Support can be found in the Software Support Portal

C. IBM Coremetrics Support can be found in Software Support Portal

D. Soon all products will be supported through the Software Support Portal

A. A technical escalation process occurs when IBM support has been non-responsive or service by IBM support has been unacceptable

B. Business impact, severity level, request for a duty manager is needed when requesting an escalation

C. Crit Sit or Critical Situation is always used when escalation a process

D. A non-technical escalation process occurs when the information and resolution provided by IBM Support has not been accepted

A. If no concurrence, discuss what is needed to close the problem

B. If the client concurs, simply close the problem record

C. Make sure the client concurs with problem closure

D. Document client concerns

A. Performing technical analysis on error/problem submitted to IBM Level 2 Support

B. Trying to debug and resolve unknown errors/problems with the IBM SaaS products before opening a Level 2 ticket

C. Resolving/answering how-to, education and technical questions and provide best practices consultation

D. Both A and C

A. The "Search" sub-tab allows you to search for available FAQs related to your question and dynamically populates search results as you type phrase related to your issue

B. Use the "Search" box to find FAQs related to your inquiry. Scroll to the bottom for downloadable documents

C. The "Downloads" sub-tab includes product and service documentation that can be downloaded and saved to your desktop for reference at a later date or distribution across your team

D. The "Get Help" tab in the top left corner of the SaaS Support Portal puts you in direct contact with live Support