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IBM P9560-043 Exam Syllabus Topics:

Topic	Details
Topic 1	Overview of Dealing with Problems Overview of Support through the SaaS Support Portal
Topic 2	Level 1 Support: Business Partner Responsibilities Level 2 Support: IBM Responsibilities
Topic 3	Support Roles and Responsibilities End User Responsibilities
Topic 4	SaaS Support Portal Knowledgebase SaaS Support Portal Severity Levels SaaS Support Portal Escalation Process

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

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The benefit in Obtaining the C9530-001 Exam Certification

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:

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