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IBM C1000-026 Exam Syllabus Topics:

Reference: https://www.ibm.com/training/certification/C0003602

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Understanding functional and technical aspects of IBM Certified Associate Administrator - IBM QRadar Security Principles and Practices

The following will be discussed in IBM C1000-026 exam dumps:

• Qualifying incoming calls verifying each End User's entitlement and determining if it is a new call or a call for an existing incident / case
• Providing regular status updates
• Have and maintain a system
• Identify known errors and provide resolution to End User
• Implement solution, workaround or fix, as provided by IBM.
• All communication with your End User
• Include the Technical Support as specified in the applicable
• Add content to IBM knowledge base support portal(s) for the IBM SaaS products to fill any knowledge gaps that exist for known errors or problems
• As feasible providing solutions, workarounds or fixes for errors / problems
• Resolve / answer how-to, education and technical questions and provide best practices consultation
• Tracking customer incidents / cases
• Identify unknown errors / problem with the IBM SaaS products, try to debug and resolve and open an IBM Level 2 case for errors / problems that you can not resolve on your own
• Logging all calls
• Submit content to fill any knowledge gaps that exist in the IBM knowledge based support portal for the IBM SaaS product
• Setting realistic expectations
• Assigning severity
• confirming next steps in problem investigations
• Providing regular status updates,
• For any critical issue (Severity 1) have resources available to jointly work with the Business Partner until relief can be obtained
• Managing cases from the first call through to resolution
• Work with IBM on issues sent to IBM Level 2 Support, including getting additional information from the End User needed to reproduce the error or problem.
• Having committed responses times
• For any critical issue (Severity 1) escalated to IBM, have resources available to jointly work with IBM until relief can be obtained (in line with IBM's standard 24x7 for critical problems). If you are not able to provide resources, the severity may be downgraded.
• Managing End User satisfaction issues
• Performing technical analysis on error / problem submitted to IBM Level 2 Support
• Obtaining additional information for debugging