IBM M9560-670 - IBM SVP Primary Support Provider Mastery Test v1 Exam

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Total 25 questions

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

  • A. Any nominated Contact at the Primary Support Provider
  • B. IBM Customer Support
  • C. IBM Inside Sales
  • D. The Primary Support Providers Site Technical Contact


Answer : D

Which of these best describes a Primary Support Provider's Level 1 Customer Support responsibilities?

  • A. Taking the first support call from their customer and escalating it to IBM
  • B. Logging all calls in a call tracking system and utilizing the tools available to troubleshoot the issue.
  • C. Testing new software versions of IBM products and communicating the release of said software to customers that have purchased the software from IBM.
  • D. 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

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

  • A. The Primary Support Provider will provide the final solution to the customer because they own the relationship with the customer
  • B. Since they are most familiar with the code, the IBM Developer will provide the final solution to the customer
  • C. The IBM Customer Support engineer will provide the final solution to the customer, because they own the relationship with the customer.
  • D. 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)

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

  • A. When the customer has to be told bad news
  • B. When the customer is in a different time zone
  • C. When the message includes links to documentation
  • D. When the message has to be conveyed to more than one person


Answer : A

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

  • A. Employees of IBM Customer Support
  • B. Employees of IBM Product Development
  • C. Primary Support Providing Partners
  • D. 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)

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Total 25 questions