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M9560-670 Questions and Answers
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
Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_1_ibm_softwar e_sup port_provider_overview_v11.03.21.pdf (slide 11)
During the problem determination analysis, which pieces of information are imperative to collect from customers in order to verify the problem?
Contact information for troubleshooting and customer log/error message history
Log/error message history and verification of the program version and operating system
Contact information for troubleshooting and customer time and effort spent on resolving issue
Review of other customers who have experienced similar situations and time and effort spent on resolving the issue
Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_2_ibm_softwar e_sup port_provider_processes_and_practices_v11.03.21.pdf (slide 12)
Which of these best describes a Primary Support Provider's Level 1 Customer Support responsibilities?
Taking the first support call from their customer and escalating it to IBM
Logging all calls in a call tracking system and utilizing the tools available to troubleshoot the issue.
Testing new software versions of IBM products and communicating the release of said software to customers that have purchased the software from IBM.
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.
Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_1_ibm_softwar e_sup port_provider_overview_v11.03.21.pdf
How should a Primary Support Provider respond to an aggressive customer who is waiting for a product fix?
Tell them IBM Customer Support has let you down
Stay calm and reset their expectations
Tell them IBM Customer Support will probably provide a fix soon
Which of the following is a way to validate that a customer is eligible for support?
Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_2_ibm_softwar e_sup port_provider_processes_and_practices_v11.03.21.pdf (Slide 5)