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Which of the following deliverables is part of both Enterprise and Standard Support?
A. 24*7 support advisory interaction
B. Access to SAP Notes database
C. SLA based delivery
D. 24*7 End-to-end Root Cause Analysis
Which of the following options is included only in SAP Enterprise Support?
A. Dedicated contact point for the partner
B. Technical Quality Check
C. 24*7 support for Very High messages
D. Message solving
After partner processing, a message is forwarded to SAP. Which task is expected to be completed by SAP support?
A. Assign the incident to a product component.
B. Complete the problem description.
C. Provides fixes in the form of patches.
D. Ensure the end user activities are documented step by step.
What is the Service Level Agreement (SLA) for Initial Response Time for high priority issues?
A. 8 hours
B. 1 hour
C. 2 hours
D. 4 hours
How can you define the role of the Partner Services Advisor (PSA)? (Choose two)
A. Acts as a single point of contact for partner needs within the partner Edge framework.
B. Develops a service plan.
C. Is available 24*7 by phone or email.
D. Liaises with the end customer of the Partner to assist with the booking process.
Which of the following are functions of SAP Solution Manager? (Choose two)
A. Solution Monitoring
B. Service Marketplace
C. Service Desk
D. Backup and Recovery
How can you setup SAP EarlyWatch Alert?
A. Using SMSY transaction to activate a pre-defined SAP EarlyWatch Alert
B. Using SMSY transaction to create your logical components first, if this is not already done
C. Connecting to SAP Service Marketplace and setting up the parameters
D. Connecting to SAP Service Marketplace and defining your landscape
What is the recommended way to progress a message that is difficult to clarify?
A. Escalate the message immediately to a more senior support consultant.
B. Ask the client to provide screenshots and request information point by point.
C. Change the message status to Customer Action and tell the client that you cannot do much until more information is provided.
D. Force the client to close the message and open a new one that is clearer.
What does priority in incident management mean?
A. It is an attribute of the customer’s system.
B. It is an attribute that characterizes the urgency of an issue.
C. It is an attribute of the Service Desk.
D. It defines the importance of the customer for SAP.
What characterizes On the Job Enablement sessions?
A. They are workshops coordinated by the Partner Services Adviser (PSA).
B. They are open workshops.
C. They are not available to Channel partners.
D. They are chargeable add-ons.
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