Knowledge quiz

It's time to put what you've learned to the test, get 8 right to pass this unit.

What is bi-directional support?

Choose the correct answer.

A customer service approach that uses AI and proactive outreach to predict and prevent issues

A customer service approach that only reacts to issues after they occur

A customer service approach that focuses on minimizing disruptions and downtime

A customer service approach that requires customers to initiate contact for support

If you would like help selecting a component for your issue, while being presented with potential solutions, you should use:

There are two correct answers.

Support assistant

Support log assistant

Case creation helper tool

SAP for Me

What additional things will a support engineer see when a customer uses support assistant to create a case?

Choose the correct answer.

Path chosen, questions answered, content clicked, summary and description

System ID, open connections, additional contact info

Product version, operating system, hardware details, database type

Video conferencing details, date and time, invitees

What are preventative knowledge based articles (KBAs)?

Choose the correct answer.

Solutions identified by AI services to notify users of potential issues with their software

Solutions that are only reactive and do not prevent issues

Solutions that are based on trending topics in customer support

Solutions that require users to initiate contact for support

What support channels are accessible from the ‘Get Support’ application?

There are five correct answers.

Expert Chat

Schedule a Manager

SAP Support Portal

SAP Community

Ask an Expert Peer

Case

What does the support log assistant search for within your files?

Choose the correct answer.

Software version

Deployment date

Known issues and errors that have documented solutions

Project schedule

Which of the following statements are true about Incident Solution Matching?

There are two correct answers.

It automatically finds the right solutions based on case data.

The more the customer uses the service, the more relevant information becomes.

It will automatically predict correct solution

It will automatically implement a note to correct an issue

The ‘Get Support‘ application helps to resolve a support issue in real time or reach SAP experts with relevant information through an AI-enabled framework.

Choose the correct answer.

True

False

For Guided Answers, which of the following statements is true?

Choose the correct answer.

It is a powerful tool for rapidly implementing specific SAP Notes.

It provides multiple solutions for complex issues.

It is a live channel to receive updates.

10.

When using support assistant to create a case, you may not have to submit a case because:

Choose the correct answer.

The auto-generate feature creates the case for you based on previously submitted cases.

An engineer will chat with you in real-time to resolve your issue.

You can instead Schedule an Expert to call you directly to discuss the issue.

Support assistant offers recommended content, which may provide a solution to your issue.