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

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

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

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