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

Number of questions: 48
Number of questions to pass: 34
Time allowed: 75 mins.
Status: Live

Upon completion of the recommended training resources, you are ready to take the IBM Business Partner SaaS Support Mastery Test v1 to become an IBM Business Partner SaaS Support Mastery Professional v1*.
This mastery test does NOT count toward your PartnerWorld membership skill points.

PartnerWorld:
IMPORTANT: After you pass a test, be sure to add your Pearson VUE Candidate ID to your company’s PartnerWorld profile! You will receive an e-mail from Pearson VUE after the test which will provide your Pearson VUE Candidate ID.
Overview of Dealing with Problems

Overview of Support through the SaaS Support Portal

Where to go for Level 2 Support

SaaS Support Portal
Overview of Support through the SaaS Support Portal
SaaS Support Portal Knowledgebase
SaaS Support Portal Severity Levels
SaaS Support Portal Escalation Process

Software Support Portal
Overview of Support through the Software Support Portal
Software Support Portal Knowledgebase
Software Support Portal Severity Levels
Software Support Portal Escalation Process

Support Roles and Responsibilities
Objective of IBM Support
Level 1 Support: Business Partner Responsibilities
Level 2 Support: IBM Responsibilities
End User Responsibilities

It is recommended that you review the study materials prior to taking the mastery test. The answers to the test questions will have specific or implied references in the preparation materials.
The training resources can be found by going here: PartnerWorld – IBM Commerce Sales and Technical Sales mastery test learning material. An IBM ID and password are required to access the materials.

Question: 1
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 function
B. Best practices consultation
C. Errors and problem resolution
D. Problem ownership, including escalation to IBM using the proper channels when necessary

Answer: C

Question: 2
Which of the following is NOT true when opening a SaaS Support ticket?

A. Access https://support.ibmcloud.com and click to the product you support
B. Click “open a ticket” on the support home page
C. 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
D. Click “Finish” to submit the ticket

Answer: A

Question: 3
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 User
B. Manage End User satisfaction issue
C. Obtaining additional information from the End User for debugging
D. All of the above

Answer: C