Knowledge quiz

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

How can you refine your solutions in the 'Preventative KBA & Notes' card?

Choose the correct answer.

By clicking the respective column header to sort the list

By using the filters Component and Type

By using the search function to narrow down the list

All of the above

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

In which section of the case creation form is the 'Analyze Files' feature found?

Choose the correct answer.

System Connection

Attachments

Contact Information

Product Function

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

Where can Guided Answers be accessed?

Choose the correct answer.

Guided Answers link from SAP Support Portal

Direct access to Guided Answers

SAP Support Portal using the search function

Knowledge base through header navigation

All of the above

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

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.

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 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

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.