Knowledge quiz

It's time to put what you've learned to the test, get 7 right to pass this unit.

The Customer Interaction Center (CIC) is a contact channel for non-technical questions such as:

Choose the correct answer.

Status requests

Speed-up requests

Escalation requests

License key request

Unlocking users

All the answers listed are correct

How can you access Expert Chat?

There are three correct answers.

From SAP for Me

From inside the existing case

From SAP for Me mobile app

From SAP S/4HANA Cloud product – using Built-In Support

The Customer Interaction Center (CIC) can assist with which of the following?

There are three correct answers.

Getting further information about an existing case

Change case-priority

Closing a case

Requesting an escalation of a case

Is it mandatory to create a case after an Expert Chat session?

Choose the correct answer.

Yes, I need to create a case

No, a case will be automatically created from a chat session.

Which of the following are features of Schedule an Expert?

There are two correct answers.

Immediate access to a support representative

30-minute live session via Microsoft Teams

It can span multiple issues

Can be scheduled when convenient for the customer

What happens if a Schedule an Expert issue is not resolved in 30-minute session?

Choose the correct answer.

You need to create a new case

The support engineer continues working on the issue

You can start Expert chat on an existing case immediately

The Schedule an Expert session continues beyond 30 minutes

Which case priority level is Schedule a Manager available for?

There are two correct answers.

Very high

High

Medium

Low

Customer Support requires which information details about your technical problem before starting an Expert Chat?

Choose the correct answer.

Product and Product Function

System affected

Technical problem

All of the above