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IBM SVP Primary Support Provider Mastery Test v1

Question No: 1

Who is responsible for granting and denying the Primary Support Providers access to the SR tool?

  1. Any nominated Contact at the Primary Support Provider

  2. IBM Customer Support

  3. IBM Inside Sales

  4. The Primary Support Providers Site Technical Contact

Answer: D

Question No: 2

Which of these best describes a Primary Support Provider#39;s Level 1 Customer Support responsibilities?

  1. Taking the first support call from their customer and escalating it to IBM

  2. Logging all calls in a call tracking system and utilizing the tools available to troubleshoot the issue.

  3. Testing new software versions of IBM products and communicating the release of said software to customers that have purchased the software from IBM.

  4. Incorporating and testing any program fix provided by IBM Customer Support (as appropriate), and delivering or communicating the problem resolution, bypass, circumvention, or other notice of restriction to the customer.

Answer: B

Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_1_ibm_software_sup port_provider_overview_v11.03.21.pdf

Question No: 3

Which party owns the responsibility of communicating a Problem Management Record (PMR) solution to the end customer?

  1. The Primary Support Provider will provide the final solution to the customer because

    they own the relationship with the customer

  2. Since they are most familiar with the code, the IBM Developer will provide the final solution to the customer

  3. The IBM Customer Support engineer will provide the final solution to the customer, because they own the relationship with the customer.

  4. Because both parties have a case open on the issue, the Primary Support Provider and the IBM Customer Support engineer are required to jointly present the final solution to the customer

Answer: A

Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_1_ibm_software_sup port_provider_overview_v11.03.21.pdf (slide 11)

Question No: 4

When should a Primary Support Provider use the telephone to communicate with a customer that has logged a support call with them?

  1. When the customer has to be told bad news

  2. When the customer is in a different time zone

  3. When the message includes links to documentation

  4. When the message has to be conveyed to more than one person

Answer: A

Question No: 5

Who of the following are able to contribute knowledge to the IBM Knowledge base?

  1. Employees of IBM Customer Support

  2. Employees of IBM Product Development

  3. Primary Support Providing Partners

  4. All of the above

Answer: D

Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_2_ibm_software_sup

port_provider_processes_and_practices_v11.03.21.pdf (this reference gives you a proof that primary support providers also contribute to knowledge base)

Question No: 6

When troubleshooting, it is imperative to gather log files from what time period?

  1. After the issue occurred

  2. Before the issue occurred

  3. When the issued occurred

  4. One month before and one month after the issue occurred

Answer: B

Question No: 7

Are Primary Support Providers expected to know how to submit content?

  1. Yes, in all instances

  2. Yes, but only for certain products

  3. Yes, but only for certain customers

  4. No

Answer: A

Question No: 8

How can Primary Support Providers contribute to the IBM Knowledge base?

  1. By calling their local IBM office and leaving a recorded message

  2. By completing and submitting the Submit Knowledge form on the IBM developerWorks Wiki

  3. By sending an email with their knowledge contribution to IBM Customer Support

  4. Primary Support Providers are not able to contribute to the IBM Knowledge base

Answer: B

Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_3_ibm_software_sup port_provider_tools_and_resources_v11.03.21.pdf (slide 22)

Question No: 9

What is required of the customer when a Primary Support Provider wishes to escalate an issue to IBM Customer Support?

  1. The customer must open a Problem Management Report (PMR) through the Service Request (SR) Portal.

  2. The customer must grant IBM Customer Support access to their systems so they can upgrade their software.

  3. There is no customer requirement, the Primary Support Provider will escalate the issue to IBM Customer Support

  4. The customer must install the latest version and patches of the software before IBM Customer Support can be engaged.

Answer: C

Question No: 10

What are the next steps after a Primary Support Provider has determined their customer has encountered a product defect?

  1. The Primary Support Provider should contact IBM Customer Support to ask if a fix is available.

  2. The customer should contact IBM Customer Support to ask if a fix is available

  3. The Primary Support Provider should review available fixes and, if one is found, provide it to their customer, without IBM escalation.

  4. The Primary Support Provider should inform their customer that the defect will probably be addressed in the next major product release.

Answer: C

Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_2_ibm_software_sup port_provider_processes_and_practices_v11.03.21.pdf

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