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QUESTION 11
You have picked a message from the queue. What are your next steps? (Choose two)

A.    Try to guess what the customer might want to have.
B.    Get a thorough understanding of the issue from the information given in the message.
C.    Ask the customer for their usernames and passwords.
D.    Search for notes and confirmed messages.

Answer: BD

QUESTION 12
The customer has an error that can be reproduced on their system. How do you proceed to investigate this issue?

A.    The customer is no longer entitled to support since they have caused a fault in the system.
B.    Ask the customer to use a different system since this installation is experiencing issues.
C.    Ask the customer to document the workflow step by step so that you can attempt to reproduce the
issue on your internal system.
D.    The customer’s system has the fault therefore you only need to use their system for further investigation
and testing.

Answer: C

QUESTION 13
What is the definition of Initial Reaction Time (IRT)?

A.    The contractually agreed time for the first qualified response to customer.
B.    The time elapsed between the following two statuses assigned to the messagE. – Sent to SAP – Confirmed.
C.    The overall time taken to process the message.
D.    The amount of time that a customer message has been within the responsibility of SAP.

Answer: A

QUESTION 14
Which of the following terms would be considered hits, if you performed a Note Search on integral? (Choose two)

A.    Integral
B.    Integer
C.    Integration
D.    Integrity

Answer: AC

QUESTION 15
Which of the following statements is a true representation of an installation?

A.    An installation can contain only one system linked to it.
B.    Each customer has only one installation per legal entity.
C.    An installation is related to the number of employees in that organization.
D.    Each customer can have several installations associated to their identifier.

Answer: D

QUESTION 16
You opened a message and want to request for an update. How can you do that?

A.    Via e-mail
B.    Via the action Update Message with SAP
C.    Via the report Synchronize Messages (RNOTIFUPDATE01)
D.    Via SAP Service Marketplace

Answer: B

QUESTION 17
You have found an SAP Note related to a customer’s message and would like to send this to the customer. What status should the message be changed to?

A.    Proposed Solution
B.    In Process
C.    Sent to SAP
D.    Sent to Support

Answer: A

QUESTION 18
What are the goals of the enablement program for SAP PartnerEdge partners? (Choose two)

A.    To assist SAP PartnerEdge partners with non-technical requirements
B.    To ensure that SAP PartnerEdge program is a completely self-help environment
C.    To manage the readiness of SAP PartnerEdge partners to provide support
D.    To accelerate the ramp up of SAP PartnerEdge partners

Answer: CD

QUESTION 19
As you gain experience in solving messages you will also increase the amount of knowledge around the product. How can you reference these solutions in the future?

A.    Document solutions and share this information with your colleagues.
B.    Each customer and message is unique so previous solutions are not useful.
C.    Keep the solutions only in the previously solved messages.
D.    Contact the customer to find out what the solution was for their solved message.

Answer: A

QUESTION 20
When processing a message it is not always clear what should be documented. What is a best practice when including information in the message?

A.    Putting too much information in the internal memos makes the case confusing and harder for others to
use the information.
B.    Documenting information is not required because other colleagues will contact the customer when they
take over the message.
C.    Maintaining detailed internal memos saves time in the long run and contributes to knowledge transfer.
D.    Contact the customer each time you need detailed information about their installation.

Answer: C

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