Knowledge quiz

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

You are responsible for keeping your SAP landscape stable. There are currently no active cases, but you want to proactively reduce the risk of known issue patterns affecting your systems in the future. What is the MOST appropriate action to take?

Choose the correct answer.

Wait until an issue occurs and then create a support case

Regularly check Live Preventive Recommendations in SAP for Me to review AI - identified preventative, critical, hot, and trending solutions

Only review SAP Knowledge Base Articles after a system disruption

Schedule regular training sessions without reviewing system - specific recommendations

What are the key benefits of using support assistants during the case creation process?

There are three correct answers.

They automatically close cases without human intervention

They guide you through case creation with targeted questions

They recommend relevant content and solutions

They select the most appropriate component and expert area

They eliminate the need for any SAP support engineer involvement

What is the primary function of the Best Action Channel Recommender?

Choose the correct answer.

To automatically create support cases for you

To suggest the most suitable support channel for resolving your issue

To prioritize your case over other customer cases

To connect you directly with a support manager

What is included in SAP's support scope?

Choose the correct answer.

Advice or assistance relating to configuration, business process analysis, or customer-specific implementation

"How-to" questions about documented features

Assistance with customization or issues caused by customer or partner modifications

An error in the software or SAP-provided best practice configuration, or in expert configuration delivered by SAP upon customer request

When should you choose the "Schedule an Expert" service?

Choose the correct answer.

To provide automated troubleshooting using SAP knowledge resources

To schedule one-on-one, real-time sessions with SAP experts for personalized support

To replace all SAP support cases with self-service tools

To deliver classroom-style training sessions on SAP solutions

Which case priority levels would "Schedule a Manager" be available for?

There are two correct answers.

Very high

High

Medium

Low

What is the benefit of using SAP's support knowledge resources?

Choose the correct answer.

Enhances problem-solving skills

Access to SAP Expert information

Ability to self-service

All of the above

Which AI-powered tools help improve the efficiency of support case creation and routing at SAP?

There are two correct answers.

Product and Product Function Predictor

Priority Predictor

Automated case closure system

Customer satisfaction survey generator