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When would the SAP Support Desk provide support directly to a client holding a maintenance agreement with the partner?
A. If the client has a support agreement with both the partner and SAP for the same installation.
B. For any Very High message forwarded by the partner.
C. For any Very High message raised outside of the defined business hours.
D. If the partner support consultants are on holiday.
What should the partner do when receiving a new message from an end user?
A. Forward it to SAP and advise the end-user of the current situation.
B. Call SAP Support for suggestions.
C. Undertake the support Level 1 and 2 tasks corresponding to primary support services.
D. Recommend to the end user to install the latest patch.
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.
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
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.
Which of the following terms would be considered hits, if you performed a Note Search on integral? (Choose two)
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.
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
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