Expert Chat is an appropriate channel for Very High incidents. False True.
Once you start an Expert Chat, with whom will you be chatting? (There is one correct answer.) Robots Automated responders A trained SAP expert from Product Support.
Which one of the following statements is true? Schedule an Expert is only available for High and Very High incidents. Schedule and Expert is available for all support levels, for new and open incidents.
You can create a Schedule an Expert session for the same day. True False.
Requests for assistance related to configuration, business process, or implementation specific to unique customer environment should be sent to Product Support via an incident. True False.
If you have an issue that falls outside of the scope of support, what should you do? (There is one correct answer.) Check product documentation Search using SAP Knowledge Base Search on SAP Community All of the above.
With regard to incidents, the Customer Interaction Center can assist with which of the following? (There are three correct answers.) Getting further information about an existing incident Changing an incident’s priority Closing an incident Requesting an escalation of an incident.
The Customer Interaction Center is available 24 hours a day, 7 days a week, 365 days a year. True False.
The Customer Interaction Center is the correct contact to assist with s-user administration. True False.
Which of the following statements are true about Incident Solution Matching? (There are two correct answers.) It automatically finds the right solutions based on incident data. The more the customer uses the service, the more relevant the information becomes. It automatically predicts the correct solution. It automatically implements a note to correct an issue.
How can you access SAP’s Incident Solution Matching service? (There is one correct answer.) You have to purchase it from Product Support. You have to request it from the Support Engineer working on your issue. It is embedded in the incident creation form accessible via the SAP ONE Support Launchpad.
Which SAP Products are supported by Incident Solution Matching? (1 correct answer) SAP NetWeaver BI platform SAP HANA All SAP Products.
What is the minimum lead time required for a Schedule a Manager call? (There is one correct answer.) 2 hours 6 hours 12 hours 24 hours.
How long must an incident be open before the Schedule a Manager button appears in the SAP ONE Support Launchpad? (There is one correct answer.) 12 hours 1 day 2 days 1 week.
From the application’s perspective, what can you do after your Schedule a Manager session has been confirmed? (There are three correct answers.) Call the manager right away Cancel the session Update your contact details Add the event to your calendar.
Via which of the following channels does Ask an Expert Peer allow communication? (There are two correct answers.) Phone Chat Email Physical mail.
In which of the following locations is Ask an Expert Peer available? (There are two correct answers.) SAP Support Portal SAP.com SAP ONE Support Launchpad SAP Community.
Ask an Expert Peer is a real time channel. True False.
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