QUESTION: 1

You receive a customer message where several issues are reported.
What will be your next step?

A. Ask the customer to create one message per issue.
B. Ask your colleagues for processing this message.
C. Solve all issues in the message, because it is beneficial for customers to report several
issues in one message.
D. Start message processing without contacting the customer.

Answer(s): A
QUESTION: 2

What is the characteristic of a system when defined as a subset of the installation in SAP
systems? (Choose two)

A. A system corresponds to production, test AND development environment.
B. A system is identified using a system ID.
C. One system can be a child to multiple installations.
D. A system corresponds to either production, test OR development environment.

Answer(s): B, D
QUESTION: 3

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.

Answer(s): B
QUESTION: 4

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.


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