Quiz 1 de connaissances :Utiliser le
support en libre-service pour prévenir
les incidents .
Q1.
What are the repositories that knowledge base allows you to search?
SAP Notes
B
SAP Community
SAP Knowledge Base Articles
Customer cases
Guided Answers
Incorrect
This is not correct. The knowledge base allows you to search repositories like SAP
Notes, SAP Community Content, SAP Knowledge Base Articles, and Guided
Answers, but it doesn't include Customer cases.
Revisit the lesson
Q2 .
What type of issues are in the scope of support?
A
Error in SAP software
B
Incorrect of missing documentation
C
"How to" questions
Environment sizing questions
Third party software issues
Incorrect
This is not correct. Issues handled by support include errors in SAP software and
incorrect or missing documentation rather than how-to questions, environment sizing
queries, or issues with third party software.
Revisit the lesson
Q6 .
Which of the following is a consulting question?
"How to" questions
B
Implement notes for a code correlation
Advice regarding configuration
Fix customer coding errors
AND
Fix database inconsistencies caused by SAP product issues.
Correct
This is correct. "How to" questions, advice regarding configuration, and queries on
fixing customer coding errors are considered consulting questions.
Q4.
From the SAP Support Portal, you can access:
A
Get Support (Case, Expert Chat, etc.)
B
Software downloads
C
Manage Users.
D
Product documentation
All of the above
Correct
This is correct. You can access all of these.
Q5.
Where is the correct place to address how-to questions?
A
By creating a case with SAP.
In the SAP Community.
C
On Google.
Correct
This is correct. The correct place to address how-to questions is in SAP Community.
Q2 .
Which of the following belong to SAP Community?
Questions and Answers
Blogs
C
SAP Notes
Events
AND
SAP Knowledge Base Articles
Topics
Correct
This is correct. Questions and Answers, Blogs, Events, and Topics are components
of SAP Community.
Q9.
What is Built-In Support?
Support right in the application
B
A service you can purchase in addition to your support contract
C
Special support service for certain support contracts
Correct
This is correct. Built-In Support refers to support that is integrated right into the
application.
Q8.
Which of the following statements about SAP Knowledge Base Articles are true?
SAP Knowledge Base Articles do not have coding corrections.
B
They are published long time after the answer has been given in the case
They are case specific documents.
D
They can be downloaded using the note assistant.
Correct
This is correct. SAP Knowledge Base Articles (KBAs) do not contain coding
corrections and they are case specific documents.
Q4.
Which of the following are troubleshooting and diagnostic tools?
Automated search for SAP Notes
Performance Assistant for SAP Notes and KBAs search
Flexible Log Reader
D
Internet Explorer
Correct
Yes. Automated search for SAP Notes Performance Assistant for SAP Notes and
KBAs search, and Flexible Log Readerare troubleshooting and diagnostic tools.
Q7 .
SAP Community promotes collaboration and innovation among:
A
SAP customers
B
SAP consultants
C
SAP partners
D
SAP developers
AND
SAP support engineers
All of the above.
Correct
Yes. All of these choices are correct.
Quiz 2 de connaissances : Utilisation
des canaux d'assistance en direct
Il est temps de mettre ce que vous avez appris à l'épreuve, répondez correctement à
8 questions pour réussir cette unité.
Q1.
Est-il obligatoire de créer un dossier après une session de Chat Expert ?
UN
Oui, je dois créer un dossier
Non, un dossier sera automatiquement créé à partir d'une session de chat.
Correct
C'est vrai. Un dossier sera automatiquement créé à partir d'une session de chat.
Q5.
Le support client a besoin de quelles informations détaillées sur votre problème
technique avant de démarrer une discussion avec un expert ?
UN
Produit et fonction du produit
B
Système affecté
C
Problème technique
Tout ce qui précède
Correct
Oui, toutes ces options sont correctes.
Q7 .
Ask an Expert Peer est disponible dans quels endroits ?
UN
Portail de support SAP
B
sap.com
SAP pour moi
D
Communauté SAP
Correct
Oui. Ask an Expert Peer est disponible sur SAP for Me.
Q1.
Comment accéder au Chat Expert ?
De SAP pour moi
B
Depuis l'intérieur du boîtier existant
Depuis l'application mobile SAP for Me
À partir du produit SAP S/4HANA Cloud – à l’aide du support intégré
QUIZZ 3 : Using AI-Guided Support when
Creating Cases
Q1.
What additional things will a support engineer see when a customer uses support
assistant to create a case?
A
Path chosen, questions answered, content clicked, summary and description
B
System ID, open connections, additional contact info
Product version, operating system, hardware details, database type
D
Video conferencing details, date and time, invitees
Incorrect
No. A support engineer will see path chosen, questions answered, content clicked,
summary and description.
Revisit the lesson
Q2.
What does the support log assistant search for within your files?
A
Software version
B
Deployment date
Known issues and errors that have documented solutions
D
Project schedule
Correct
This is correct. The support log assistant searches for known issues and errors within
your files that have documented solutions.
Q3.
What support channels are accessible from the ‘Get Support’ application?
Expert Chat
Schedule a Manager
C
SAP Support Portal
SAP Community
Ask an Expert Peer
Case
Correct
This is correct. The 'Get Support' application provides access to Expert Chat,
Schedule a Manager, SAP Community, Ask an Expert Peer, and Case-related
support channels
Q4.
What is bi-directional support?
A customer service approach that uses AI and proactive outreach to predict and
prevent issues
B
A customer service approach that only reacts to issues after they occur
C
A customer service approach that focuses on minimizing disruptions and downtime
D
A customer service approach that requires customers to initiate contact for support
Correct
Yes. Bi-directional support is a customer service approach that uses AI and proactive
outreach to predict and prevent issues.
Q5.
When using support assistant to create a case, you may not have to submit a case
because:
The auto-generate feature creates the case for you based on previously submitted
cases.
B
An engineer will chat with you in real-time to resolve your issue.
C
You can instead Schedule an Expert to call you directly to discuss the issue.
D
Support assistant offers recommended content, which may provide a solution to your
issue.
Incorrect
This is not correct. While all the other options could potentially be features of the
support assistant, the main reason you might not have to submit a case is that the
support assistant offers recommended content that may provide a solution to your
issue.
Revisit the lesson
Q6.
What are the key benefits of using the support log assistant's automated scan
capabilities?
Helps speed up issue resolution time
B
Automatic code correction
24/7 access to expert-level file analysis
Correct
This is correct. The support log assistant's automated scan capabilities help speed
up issue resolution time and provide 24/7 access to expert level file analysis.
Q7.
How can you refine your solutions in the 'Preventative KBA & Notes' card?
A
By clicking the respective column header to sort the list
B
By using the filters Component and Type
C
By using the search function to narrow down the list
All of the above
Correct
Yes. All of these choices are correct.
Q8.
What are preventative knowledge based articles (KBAs)?
A
Solutions identified by AI services to notify users of potential issues with their
software
B
Solutions that are only reactive and do not prevent issues
Solutions that are based on trending topics in customer support
D
Solutions that require users to initiate contact for support
Incorrect
No. Preventative knowledge based articles (KBAs) are solutions identified by AI
services to notify users of potential issues with their software.
Revisit the lesson
Q9.
For Guided Answers, which of the following statements is true?
A
It is a powerful tool for rapidly implementing specific SAP Notes.
It provides multiple solutions for complex issues.
C
It is a live channel to receive updates.
Correct
This is correct. Guided Answers does provide multiple solutions for complex issues.
Q10.
In which section of the case creation form is the 'Analyze Files' feature found?
A
System Connection
Attachments
C
Contact Information
D
Product Function
Correct
Good. The correct answer is Attachments.
Q1.
Which of the following statements are true about Incident Solution Matching?
It automatically finds the right solutions based on case data.
The more the customer uses the service, the more relevant information becomes.
C
It will automatically predict correct solution
D
It will automatically implement a note to correct an issue
Correct
This is correct. Incident Solution Matching automatically finds the right solutions
based on case data, and the more the service is used by the customer, the more
relevant the information becomes.
Q2.
How can you refine your solutions in the 'Preventative KBA & Notes' card?
A
By clicking the respective column header to sort the list
B
By using the filters Component and Type
C
By using the search function to narrow down the list
All of the above
Correct
Yes. All of these choices are correct.
Q3.
What is bi-directional support?
A customer service approach that uses AI and proactive outreach to predict and
prevent issues
B
A customer service approach that only reacts to issues after they occur
C
A customer service approach that focuses on minimizing disruptions and downtime
D
A customer service approach that requires customers to initiate contact for support
Correct
Yes. Bi-directional support is a customer service approach that uses AI and proactive
outreach to predict and prevent issues.
Q4.
What are the key benefits of using the support log assistant's automated scan
capabilities?
Helps speed up issue resolution time
B
Automatic code correction
24/7 access to expert-level file analysis
Correct
This is correct. The support log assistant's automated scan capabilities help speed
up issue resolution time and provide 24/7 access to expert level file analysis.
Q5.
What support channels are accessible from the ‘Get Support’ application?
Expert Chat
Schedule a Manager
C
SAP Support Portal
SAP Community
Ask an Expert Peer
Case
Correct
This is correct. The 'Get Support' application provides access to Expert Chat,
Schedule a Manager, SAP Community, Ask an Expert Peer, and Case-related
support channels
Q6.
When using support assistant to create a case, you may not have to submit a case
because:
A
The auto-generate feature creates the case for you based on previously submitted
cases.
B
An engineer will chat with you in real-time to resolve your issue.
C
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.
Correct
This is correct. The support assistant may provide recommended content that
resolves your issue, thus negating the need to submit a case.
Q7.
For Guided Answers, which of the following statements is true?
A
It is a powerful tool for rapidly implementing specific SAP Notes.
It provides multiple solutions for complex issues.
C
It is a live channel to receive updates.
Correct
This is correct. Guided Answers does provide multiple solutions for complex issues.
Q8.
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.
True
B
False
Correct
Yes.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
Q9.
What are preventative knowledge based articles (KBAs)?
Solutions identified by AI services to notify users of potential issues with their
software
B
Solutions that are only reactive and do not prevent issues
C
Solutions that are based on trending topics in customer support
D
Solutions that require users to initiate contact for support
Correct
Yes. Preventative knowledge based articles (KBAs) are solutions identified by AI
services to notify users of potential issues with their software.
Q10.
What does the support log assistant search for within your files?
A
Software version
B
Deployment date
Known issues and errors that have documented solutions
D
Project schedule
Correct
This is correct. The support log assistant searches for known issues and errors within
your files that have documented solutions.
