IBM SVP Primary Support Provider Mastery Test v1 (M9560-670) Free Practice Test

Question 1

How should a Primary Support Provider respond to an aggressive customer who is waiting for a product fix?

A. Tell them IBM Customer Support has let you down

B. Hang up

C. Stay calm and reset their expectations

D. Tell them IBM Customer Support will probably provide a fix soon

Correct Answer: C

Question 2

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

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

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

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

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

Correct Answer: A

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Question 3

How are Problem Management Reports (PMRs) submitted by Primary Support Providers to IBM Customer Support initially routed?

A. PMRs are routed directly to IBM Development

B. PMRs are routed to an administrator to verify software version information

C. PMRs are routed to the most appropriate support analyst

D. PMRs are routed to a Channel Support Manager

Correct Answer: C

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