IBM C1000-026 Exam Syllabus Topics:

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

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:

• Managing cases from the first call through to resolution
• All communication with your End User
• Assigning severity
• For any critical issue (Severity 1) have resources available to jointly work with the Business Partner until relief can be obtained
• Implement solution, workaround or fix, as provided by IBM.
• 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
• Logging all calls
• Having committed responses times
• 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
• 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.
• Tracking customer incidents / cases
• Providing regular status updates
• Setting realistic expectations
• Submit content to fill any knowledge gaps that exist in the IBM knowledge based support portal for the IBM SaaS product
• Managing End User satisfaction issues
• Resolve / answer how-to, education and technical questions and provide best practices consultation
• 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
• confirming next steps in problem investigations
• As feasible providing solutions, workarounds or fixes for errors / problems
• Performing technical analysis on error / problem submitted to IBM Level 2 Support
• Providing regular status updates,
• Obtaining additional information for debugging
• Identify known errors and provide resolution to End User
• 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.
• Include the Technical Support as specified in the applicable
• Have and maintain a system

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