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Reference: https://www.ibm.com/certify/mastery?id=P9560-043
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The following are covered in IBM P9560-043 practice exams and IBM P9560-043 practice test:
| Section | Weight | Objectives |
|---|---|---|
| SaaS Support Portal Overview | 25% | - Purpose and functionality - Where to initiate Level 2 support requests - Access and navigation |
| Software Support Portal | 30% | - Portal overview and objectives - Knowledgebase and self-service resources - Escalation process and case management - Severity level definitions |
| Issue Handling and Escalation | 20% | - Communication and coordination protocols - When and how to escalate to IBM - Problem identification and initial triage |
| Support Roles and Responsibilities | 25% | - Level 2 Support: IBM Responsibilities - Level 1 Support: Business Partner Responsibilities - End User Responsibilities |
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