Parte 1

Which type of customers enablement is SAP´s vision of the Intelligent Enterprise focused on?. Predicting business outcomes. Streamlining processes. Minimizing human collaboration. Innovation continuously.

Which of the following groups contribute to the seamless delivery of RISE with SAP?. SAP competitors. Service Partner Comunity. Reseller Comunity. Software Partners. Installed Based Customers.

What are two components of the Business Process Intelligence Process Discovery reports?. Process Intelligence summary. Process Discovery summary. Process Intelligence solution. Process Discovery solution.

What are some capabilities of the Custom Code Migration app?. Recommend relevant SAP Fiori extensibility apps. Identify unused custom code in an SAP ERP system. Remove unused custom code in an SAP ERP system. Determine compatibility with the SAP Business Technology Platform ABAP Environment.

Which services are Partners responsible for in a RISE with SAP solution?. Test management and execution. Technical upgrade installation. Release upgrade planning and coordination. Continuous service planning and review.

What are the benefits of having the knowledge of SAP Products? (There are 3 correct answers). I will get a bigger salary / bonus from my manager. Bragging rights. I will know the answers to most product questions without having to create SAP Support Incident. I will feel empowered to have the product knowledge. I will know how the SAP product should work.

What are learning journeys?. Structured visual guides designed to help you complete the learning path for a SAP solution. Consolidated location for Documentation for every SAP product. In-person live classroom training designed to build your skills with SAP products.

What is the benefit of Support bu Product pages?. They are easy to print. They make it easy to find support related information about product versions at a glance. They help you find support component for the product to log an incident. They provide a place to download software patches.

Where should you go to learn about SAP Software? There are 3 correct answers. SAP Learning Hub. SAP ONE Support Launchpad. Product documentation. openSAP.

What are the repositories that the Knowledge Base allows you to search? There are 4 correct answers. SAP Notes. SAP Community Content. SAP Knowledge Base Articles. Customer Incidents. Guided Answers.

Which of the following statements about SAP notes are true? There are 2 correct answers. 80% of SAP Notes contain code corrections. SAP Notes are a channel for customers to send new feature requests to SAP. SAP Notes are only available to SAP´s enterprise support customers. Some SAP Notes contain best-practice and how-to information.

Which of the following statements about SAP Knowledge Base Articles are true? There are 2 correct answers. They do not have coding corrections. They are published a long time after the answer has been given in the incident. They are incident-specific documents. They can be downloaded using the Note Assistant.

Which document type can obtain enriched content (such as embedded screenshots and videos)?. SAP Notes. SAP Knowledge Base Articles.

Guided Answers provides a step-by-step guide through an issue or a process. True. False.

For Guided Answers, which of the following statements is true?. It is a powerful tool for rapidly implementing specific SAP Notes. It provides multiple solutions for complex issues. It is a SAP Product Support channel to receive updates.

Guided Answers are static and are not updated over time. True. False.

Where can Guided Answers can be accessed?. Guided Answers link from SAP Support Portal. Direct Access to Guided Answers. SAP Support Portal using the search. Knowledge Base trough header navigation. All of the above.

Among which of the following roles does SAP Community promote collaboration and innovation?. SAP customers. SAP consultants. SAP partners. SAP developers. SAP Support engineers. All of the above.

Which of the following belong to the SAP Community? There are 4 correct answers. Question and Answers. Blogs. SAP Notes. Events. Knowledge Based Articles. Topics.

Which of the following is the correct place to address consulting / how to questions?. By creating an Incident with SAP Product Support. In the SAP community. On Google.

What are benefits of joining SAP community?. Get questions answered by SAP experts. Learn tips and best practices from other professionals. Get solutions to your questions from industry peers, benefiting from a broad range of knowledge and getting a perspective on a variety of topics. Extend your network and guide your carrer. All of the above.

What Information can you access from SAP Support Portal? There are 2 correct answers. Local weather and news. SAP Support knowledge management, most up-to-date information, and helpful resources. SAP Support Incidents. Careers at SAP.

Which of the following actions can you carry out from the SAP Support Portal?. Report an Incident. Download software. Manager users. Access to Knowledge Management. All of the above.

In SAP Support Portal, you can search multiple repositories from the search bar at the center of the page. True. False.

SAP Software maintenance information is available on SAP Support Portal. True. False.

SAP ONE Support Launchpad is based on SAP Fiori and runs on SAP HANA Cloud. True. False.

Which of the following statements below are true about SAP ONE Support Launchpad?. The SAP ONE Support Launchpad is your central entry point to support resources for your SAP solutions, only if you run on premise. The SAP ONE Support Launchpad is your central entry point to support resources for your SAP solutions, only if you run in the Cloud. The SAP ONE Support Launchpad is your central entry point to support resources for your SAP solutions, regardless of whether you run them on premise, in the cloud, or as a combination of both.

SAP ONE Support Launchpad is not a costly add-on. It is included in various SAP Support offerings. True. False.

All users have identical experiences on the SAP One Support Launchpad. True. False.

Chat is an appropriate channel for Very High Incidents. True. False.

Once you start an Expert Chat, with whom will you be chatting?. Robots. Automated responders. A trained SAP expert from Product Support.

Which of the following statements are true about Expert Chat?. Expert Chat is a real-time support channel. You can share your screen in a chat session. Chat is currently available for all components. Chat is best suited for complex issues which are hard to troubleshoot. Chat is best suited for new medium and high priority issues.

Which of the following details about your technical problem does SAP Product Support require before starting a chat?. Product area / expert are in which you are facing problems. System affected. Technical problem. All of the above.

Which of the following are features of Schedule an Expert? There are 2 correct answers. Immediate access to a support representative. 30 minute live session via Skype. It can span multiple issues. Can be scheduled when convenient for the customer.

Which one of the following statements is true. Schedule an Expert is only available for high and very high incidentsw. Schedule an 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.

What happens if Schedule an Expert issue is not resolved in the 30 minutes session? There are 2 correct answers. You need create a new incident. The same support engineer continues working the issue. The Schedule an Expert incident gets converted to a regular incident. The Schedule an Expert session continues beyond the 30 minutes.

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.

Which of the following is considered to be a consulting question? There are 3 correct answers. "How to" questions. Requests to implement notes for a code correction. Requests for advice regarding configuration. Requests to fix customer coding errors. Requests to fix database inconsistencies caused by SAP product issues.

If you have an issue that falls outside of the scope of support, what should you do?. Check product documentation. Search using SAP Knowledge Base. Search on SAP community. All of the above.

What types of issues are in scope of Product Support?. Error in SAP software. Incorrect or missing documentation. "How to" questions. Environment sizing questions. Third party software issues.

With regard to incidents, the Customer Interaction Center can assist with which of the following? There are 3 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.

For which of the following non-technical questions is the Customer Interaction Center a contact channel?. Status requests. Speed up requests. Escalation requests. Licence key requests. Unlocking users. All of the above.

The Customer Interaction Center is the correct contact to assist with s-user administration. True. False.

Which of the following statements are true about incidents Solution Matching? There are 2 correct answers. It automatically finds the right solutions based on incident data. The more the customer users 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?. 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?. SAP Netweaver. BI platform. SAP HANA. All SAP Products.

How does Incident Solution Matching improve my search results? There are 3 correct answers. It automatically ranks solutions based on relevance. The system learns over time from past incidents. The more you use it, the more relevant it becomes. It is manually maintained by support.

For which incident priority level is Schedule a Manager available?. Very High. High. Medium. Low.

What is the minimum lead time required for a Schedule a Manager call?. 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?. 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 3 correct answers. Call the manager right away. Cancel the session. Update your contact details. Add the event to your calendar.

What priority issues are best suited for Ask an Expert Peer? There are 2 correct answers. Low. Medium. High. Very High.

Via which of the following channels does Ask an Expert Peer allow communication? There are 2 correct answers. Phone. Chat. Email. Physical mail.

In which of the following locations is Ask an Expert Peer available? There are 2 correct answers. SAP Support Portal. SAP.com. SAP ONE Support Launchpad. SAP Community.

Ask an Expert Peer is a real time channel. True. False.

Which of the following social medial channels does Product Support use? There are 3 correct answers. Twitter. Linkedin. Facebook. Youtube.

Who responds to questions tweeted to the SAP Support Twitter account?. Support engineers. Account managers. Nobody. Customer Interaction Center moderators.

What is the correct Twitter handle for Product Support?. @SAPSupport. @SAPSupportHelp. @SAPHelp. @SAPProductSupport.

What are the benefits of reaching out to Product Support using Social Media?. Gain the benefits of new channels for community and peer-to-peer knowledge sharing and information exchange. Ask questions and get answers quickly. Get timely notice of critical and trending issues. Get expert tips and advice from SAP and peers. All of the above.

With SAP Built-in Support, SAP Support channels and support options can be accessed without leaving the solution. True. False.

What is Built-in Support?. Support right in the application. A service you can purchase in addition to your support contract. A special support service for certain Support Contracts.

Which of the following are functionalities of the SAP Co-pilot digital assistant´s chat?. Collaborate with experts. Real-time knowledge share. Upload screenshots. All of the above.

SAP Built-in Support is available for all SAP Products. True. False.

How can you reach the optimized incident creation application? There are 2 correct answers. SAP Community. In SAP ONE Support Launchpad, choose Report an Incident. In SAP Support Portal, choose Report an Incident. Email your support user.

What is the new alternative to component selection for selecting the best category for your incident, Expert Chat, or Schedule an Expert session?. Product Version. Incident Priority. Product Function. Patch Level.

Which of the following support channels are available from the incident creation application? There are 3 correct answers. Incident. Expert Chat. Schedule an Expert. SAP Community.

Real time log analysis can analyze log files for your selected component area and help identify root causes and proposed solutions. True. False.

What additional things will a Product Support Engineer see when a customer chooses to use Support Assistant to create an incident?. Path chosen, questions answered, content clicked, summary, and description. System ID, Open Connections, and additional contact info. Product Version, Operating System, Hardware details, and Database type. Video conferencing details, date and time, and invitees.

When using Support Assistant to create an incident, for which of the following reasons may you not have to actually create an incident?. The auto-generate incident feature creates the incident for you based on previously submitted incidents. An engineer will chat with you real-time to resolve your issue. You can schedule an expert to call you directly to discuss the issue instead. Support Assistant offers recommended content that helps resolve your issue.

In which of the following ways is the Support Assistance accessible?. Via your SAP product, in the HELP>SUPPORT ASSISTANT drop-down menu. Via the Support Portal, after selecting a supported product and / or product area. From the support documentation, at the help.sap.com. By tweeting your questions to @SAPSupportHelp.

How can you learn more information about options to questions?. Click on the available Options. Hover your cursor over the available options or choose show more info. In the text box, enter Help. Choose Feedback.

Where can you access the standalone Support Log Assistant?. SAP Support Portal. SAP Community. SAP ONE Support Launchpad. Software Downloads.

What types of solutions are presented when alerts of know issues are found within a scan? There are 3 correct answers. SAP Notes. SAP Knowledge Base Articles. SAP Help documents. Custom developed solution.

Which of the following are key benefits of using Support Log Assistant´s automated scan capabilities? There are 2 correct answers. Helps speed up issue resolution time. Automatic code correction. 24/7 access to expert level file analysis.

What does the Support Log Assistant search for within your files?. Software version. Deployment date. Known issues and errors that have documented solutions. Project schedule.

Fair usage rights of SAP Cloud ALM are included with SAP Enterprise Support, cloud editions. True. False.

Which of the following are core capabilities of SAP Cloud ALM for implementation?. Process Mining, Performance Management, Cost Management, and Risk Analysis. Process Management, Task Management, Test Management, and Change and Deploy. Portfolio Management, Solution Documentation, Custom Code Management, and Incident Management.

Which of the following are core capabilities of SAP Cloud ALM for operations?. Process Finetuning and Load Management. Security Monitoring and Upgrade Management. Monitoring, Analytics and Intelligence, Event and Alert management, and Operation Automation.

All customers who have SAP Cloud subscription with SAP Enterprise Support, cloud editions are notified through SAP ONE Support Launchpad about their entitlement to SAP Cloud ALM. True. False.

Which aspects are covered in the implementation process view with SAP Cloud ALM? There are 2 correct answers. Consume best practice and conduct Fit to Standard and capture requirements. Manage Incident Management. Manage Document Management. Manage Integration and acceptance testing.

Users can create follow-up tasks from Requirements. True. False.

APIs are open and will be published on the API Business Hub. True. False.

Which of the following are partner opportunities planned in SAP Cloud ALM?. Have SAP Cloud ALM as a central tool connected to many customers. Bring own methodology, content, and accelerators. Build extensions for ALM.

Which of the following are benefits of SAP Cloud ALM? There are 3 correct answers. Provides end-to-end transparency for users, integrations, application, and business process. Provide business process mining. Determine root cause analysis. Enable and automate solution upgrade. Enable operation automation.

Which of the following are re-use services in SAP Cloud ALM? There are 2 correct answers. Exception monitoring service. Integration monitoring service. Landscape management service. Notification management service.

Which of the following use cases are covered by Integration monitoring? There are 3 correct answers. Monitoring. Self healing. Analytic. Alert.

Which of the following are key objectives of Business process monitoring? There are 3 correct answers. Detection of anomalies during process execution. Pre-defined process content and KPIs. Alerting LOB and IT user. Business process mining.