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M9560-670 - IBM SVP Primary Support Provider Mastery Test v1 - Dump Information
| Vendor | : | IBM |
| Exam Code | : | M9560-670 |
| Exam Name | : | IBM SVP Primary Support Provider Mastery Test v1 |
| Questions and Answers | : | 25 Q & A |
| Updated On | : | October 19, 2017 |
| PDF Download Mirror | : | M9560-670 Brain Dump |
| Get Full Version | : | Pass4sure M9560-670 Full Version |
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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_softwar e_sup port_provider_overview_v11.03.21.pdf (slide 11)
QUESTION: 22
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
Answer: B
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)
QUESTION: 23
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.
Answer: B
Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_1_ibm_softwar e_sup port_provider_overview_v11.03.21.pdf
QUESTION: 24
How should a Primary Support Provider respond to an aggressive customer who is waiting for a product fix?
- Hang up
- 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
Answer: C
QUESTION: 25
Which of the following is a way to validate that a customer is eligible for support?
- Priority Level
- Analyst's Discretion
- Support Entitlement
- Passport Advantage
Answer: A
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)
IBM M9560-670 Exam (IBM SVP Primary Support Provider Mastery Test v1) Detailed Information
M9560-670 Test Information / Examination Information
Number of questions : 25
Time allowed in minutes: 60
Required passing score : 80%
Languages : English
M9560-670 Objectives
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