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SAP Logistics
Ticketing Best Practices
Artificial Intelligence
100

The SAP Logistics team provides support related to... (Name at least 2 topics)

Warehouses and distribution centers, Consolidation centers, Sales Orders (logistics-related topics such as delivery dates and shipping execution), Deliveries, Shipments

100

What are two valid ways to obtain user confirmation before closing a ticket?

ServiceNow, Email or Microsoft Teams.

100

What AI do we use at Schneider Electric?

Copilot and JO

200

How is the team divided in SAP Logistics?

SAP S/4 HANA - TITAN, SAP ECC - BRIDGE and CHRs & PROJECTS

200

What rule should be followed when additional information from the user is required and does not respond before closing or canceling a ticket?

The 3-Strike Rule, make three attempts to contact the user, and if no response is received, wait 24 hours after the third contact attempt before proceeding with ticket closure.

200

It is a concept from artificial intelligence that it is used to create new text, images, audio, video, code, or other media.

Generative AI

400

What is SAP S/4HANA?

It is the next generation of SAP ERP, designed to run on the SAP HANA database.

400

When changing the priority of a ticket, what documentation is required, and what cannot be used as the sole justification for a priority change?

A specific and documented business justification must be recorded in the Additional Comments. Do not use the Priority Matrix as the sole justification*

400

Algorithms that can learn from data to make predictions or decisions.

Machine Learning

800

What is Fiori?

Fiori is the modern user interface of SAP.

800

What information should never be shared within a ticket for security reasons?

Passwords, access credentials, or any sensitive information.

800

It's SAP's generative artificial intelligence asssistant.

SAP Joule

1000

Name the module that we use for warehouse processes and only exist in S/4HANA and not in ECC

EWM - Extended Warehouse Manager

1000

Mention three elements that are normally reviewed during a ServiceNow audit.


  • Appropriate priority assignment and justification in additional comments (if applicable).
  • Correct Assignment Group.
  • Evidence of communication with the user. (Frequency according to priority)
  • User confirmation before ticket closure.
  • Complete Resolution Notes.
  • Proper use of the On Hold status. 
  • Correct ticket categorization.
  • Security violation.
  • Do not close a ticket due to SLA.
1000

What is Artificial Intelligence?

Open answer :)

It is technology that enables computers and machines to perform repetitive tasks that normally require human intelligence.

AI can learn from data, recognize patterns, understand and generate language, make predictions, solve problems, and support decision-making