SAP Exam E_C4HYCP_12 Topic 2 Question 32 Discussion

Actual exam question for SAP's E_C4HYCP_12 exam

Question #: 32
Topic #: 2

Which of the following cases should you treat as a support incident?Note: There are 2 correct answers to this question.

AA partner contacts Product Support for assistance with a custom solution.

BA partner contacts Product Support regarding a platform with slow performance.

CA partner requests information on how to customize the backoffice.

DA partner needs specialized advice regarding the architectural aspects of a project.
The cases that you should treat as a support incident are when a partner contacts Product Support regarding a platform with slow performance or when a partner requests information on how to customize the backoffice. These cases indicate that there might be a problem with the standard functionality of SAP Commerce Cloud or that the partner needs guidance on how to use the product features.The other cases are not support incidents because they involve custom solutions or architectural aspects that are beyond the scope of Product Support

Show Suggested Answer

Suggested Answer: B, C

by Gladys at Feb 12, 2024, 03:30 AM

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Paz

4 months ago

I think that specific case might not be a support incident because it's more about providing specialized advice rather than troubleshooting a product issue.

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Helaine

4 months ago

I see your point, but what about when a partner needs specialized advice regarding the architectural aspects of a project?

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Eileen

4 months ago

I'm just picturing the support agent trying to explain architectural concepts to a partner. 'So, you see, the load balancer is like the traffic cop of your website...'

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Mabel

3 months ago

Yeah, I can imagine the partner getting confused with all the technical jargon.

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Jettie

3 months ago

Haha, that would be quite the challenge for the support agent!

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Gretchen

4 months ago

I agree with that, but I also believe that contacting Product Support regarding slow performance should be considered a support incident.

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Latia

4 months ago

I think we should treat it as a support incident when a partner contacts Product Support for assistance with a custom solution.

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Anika

4 months ago

Exactly, Ceola. It's important to distinguish between issues that fall within the standard support scope and those that require specialized expertise.

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Keva

4 months ago

Hah, I bet some poor support agent is going to get a headache trying to walk a partner through their custom solution. At least B and C are straightforward problems.

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Cory

3 months ago

Definitely, those are more common issues that Product Support can help with. Custom solutions and architectural advice are a bit more complex.

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Tess

4 months ago

Yeah, dealing with custom solutions can be tricky. It's good that slow performance and customization are considered support incidents.

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Cora

4 months ago

Definitely agree with B and C. That's the kind of stuff we always end up dealing with in support. The other two are more like consulting work.

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Delmy

3 months ago

Exactly, anything beyond that is more consulting than support.

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Terrilyn

4 months ago

Agreed, those are the cases where we can really help partners out.

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Lizette

4 months ago

Exactly, anything beyond that is more specialized and not within our support scope.

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Eva

4 months ago

Yeah, those are the cases where we can really help partners out.

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Casie

4 months ago

I agree, slow performance and customization requests are common support issues.

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Shantay

4 months ago

Yeah, slow performance and customization requests are common support issues.

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Ceola

4 months ago

I see your point, Annmarie, but I think in that case the partner may need more specialized assistance beyond what Product Support can provide.

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Annmarie

4 months ago

But what about when a partner needs advice on architectural aspects? Shouldn't that also be considered a support incident?

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Jamey

5 months ago

I agree with Anika, it's important to address performance issues promptly to ensure customer satisfaction.

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Christene

5 months ago

Hmm, I'm pretty sure B and C are the correct answers here. Slow performance and customization questions seem like classic support issues to me.

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Daron

4 months ago

Yes, you're right. Those cases indicate that the partner needs assistance with the standard functionality of the product.

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Casie

4 months ago

I agree, those are the correct answers. Slow performance and customization are definitely support incidents.

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Pedro

4 months ago

Yes, those cases indicate that the partner needs help with the standard functionality of SAP Commerce Cloud.

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Cecily

4 months ago

I agree, those are the correct answers. Slow performance and customization are definitely support incidents.

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Anika

6 months ago

I think we should treat cases where a partner contacts Product Support for slow performance as a support incident.

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