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OTRS Certification Programm – Sales / Reseller

OTRS Certification Programm – Sales / Reseller

Start the OTRS Certification Program and earn a certificate if you pass.

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Question 1 of 28

1. Question
2 point(s)

What is the strongest way to position OTRS compared to older or discontinued environments?

OTRS offers a maintained, supported, and business-ready platform for professional service management.
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OTRS is mainly a lower-cost clone of older community environments.
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OTRS should only be positioned when a customer wants to avoid long-term vendor support.
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Question 2 of 28

2. Question
2 point(s)

What matters most in a sales conversation about moving from on-premise to a managed or cloud-based setup?

Understanding the customer’s business requirements, compliance expectations, and future operating model.
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Starting with server sizing, because infrastructure details are the main buying driver.
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Assuming cloud is always the right answer regardless of the customer’s strategy or constraints.
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Question 3 of 28

3. Question
2 point(s)

What is the strongest way to position OTRS against many competing service management tools?

OTRS combines flexibility, broad use case coverage, and fast time to value at a competitive cost level.
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OTRS stands out mainly because customers should adapt their processes to the software as much as possible.
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OTRS is strongest when customers want to adopt process transparency across teams.
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Question 4 of 28

4. Question
2 point(s)

What is the strongest sales argument for integrating OTRS with other business systems?

It reduces manual handovers, improves data consistency, and supports end-to-end service processes.
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It removes the need to align business teams and service teams around shared workflows.
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It is mainly valuable because integration makes process design unnecessary.
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Question 5 of 28

5. Question
2 point(s)

Why do customers benefit from capturing structured information in OTRS(Dynamic Fields)?

It improves reporting quality, enables automation, and makes service processes more consistent.
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It mainly reduces the need to define which information is relevant for a process.
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It is most useful because it replaces the need for service standards.
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Question 6 of 28

6. Question
2 point(s)

Why do customers benefit from automated communication and task visibility in service management (Ticket Notifications)?

It helps teams respond faster, reduce missed follow-up, and improve transparency in service delivery.
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It mainly reduces the need for collaboration between teams because the system works independently.
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It is most valuable because it removes the need for defined response expectations.
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Question 7 of 28

7. Question
2 point(s)

Why is consistent escalation handling valuable for customers?

It helps teams react in time, protect service quality, and reduce the business impact of delays.
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It mainly lowers the need for managers to monitor critical requests at all.
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It is most effective when organizations avoid defining service priorities too clearly.
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Question 8 of 28

8. Question
2 point(s)

What is the strongest customer value of a CMDB in OTRS?

It improves solution times, enhances impact analysis, and supports more informed decisions.
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It mainly replaces the need to document relationships between services and assets.
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It is most valuable because it allows teams to work without ownership of configuration data.
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Question 9 of 28

9. Question
2 point(s)

How should a sales representative position an OTRS Solution Scenario?

As a faster path to value with predefined best-practice scope for common customer needs.
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As a replacement for every customer-specific requirement regardless of fit.
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As a technical shortcut that removes the need for customer alignment on scope.
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Question 10 of 28

10. Question
2 point(s)

Why is a structured implementation approach valuable in a customer project?

It creates clarity on scope, responsibilities, and expected outcomes before execution starts.
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It mainly helps avoid customer involvement once commercial agreement is reached.
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It is most useful when requirements remain intentionally open until late in the project.
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Question 11 of 28

11. Question
2 point(s)

Which customer stakeholder is most important to involve in design-oriented workshops?

A process owner or business stakeholder who understands requirements and decisions.
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Only procurement, because business process decisions should be postponed.
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Only end users, because strategic process ownership is not relevant in workshop design.
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Question 12 of 28

12. Question
2 point(s)

How should onboarding workshops be positioned in a sales conversation?

As guided enablement that helps customers adopt the delivered solution faster and more confidently.
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As a substitute for implementation and solution design.
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As an optional step that is only useful when no business users are involved.
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Question 13 of 28

13. Question
2 point(s)

What should a sales representative not promise from an onboarding workshop?

A complete redesign or entirely new setup beyond the agreed solution scope.
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Guidance on how the delivered solution works in the customer’s context.
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Minor adoptions to better fit to customer needs
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Question 14 of 28

14. Question
2 point(s)

How should a sales representative position a ticket transfer offering?

As a function to transfer ticket communication with all relevant ticket details.
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As a guaranteed one-to-one transfer of every historical detail and relationship from any source system.
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As a service that removes the need to discuss data quality or migration scope.
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Question 15 of 28

15. Question
2 point(s)

When is the Advanced package usually the strongest fit in a sales conversation?

When the customer needs stronger integration and broader service management capabilities than Starter provides.
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When the customer wants the smallest possible scope with no expectation of future expansion.
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When the customer only wants AI and no service management foundation.
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Question 16 of 28

16. Question
2 point(s)

What is the most relevant sales message about AI Credits in OTRS packaging?

AI capabilities can be packaged in a scalable way that matches customer demand and contract level.
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AI should only be discussed after the customer has purchased every available package upgrade.
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AI value is strongest when customers avoid defining measurable use cases.
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Question 17 of 28

17. Question
2 point(s)

How should AI Services be positioned commercially if they are not already included in a contract?

As flexible AI Credits that allow customers to start small and scale usage based on value.
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As a mandatory full-platform replacement that requires a separate deployment project first.
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As a fixed surcharge that is unrelated to customer use cases or consumption.
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Question 18 of 28

18. Question
2 point(s)

What is the strongest customer value of OTRS AI Services?

They help teams work faster and more consistently through classification, summaries, sentiment, and response support.
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They are mainly valuable because they remove the need for human review in service operations.
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They create value primarily by replacing process design with generic AI output.
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Question 19 of 28

19. Question
2 point(s)

Why is a Conceptual Design workshop valuable in a customer project?

It aligns scope, target setup, open topics, and next steps before implementation decisions are finalized.
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It is mainly valuable because it replaces the need for project planning and prioritization.
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It should be positioned as the final implementation step rather than a design and alignment activity.
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Question 20 of 28

20. Question
2 point(s)

How should a Review and Optimization workshop be positioned?

As a way to improve an existing setup based on experience, not as a replacement for initial solution design.
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As the preferred first step when no requirements have been defined yet.
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As a service that removes the need for customer feedback after go-live.
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Question 21 of 28

21. Question
2 point(s)

Where should a partner look first for standardized OTRS service descriptions?

In the external service catalogue.
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In product release notes, because services are only described there.
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In the administration manual, because commercial services are documented as system features.
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Question 22 of 28

22. Question
2 point(s)

Where should a partner look for the official OTRS User and Administration Manuals?

In the Documentation section of the OTRS Academy.
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In the external service catalogue, because manuals are part of service packaging.
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In project workshop notes, because official manuals are not centrally maintained.
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Question 23 of 28

23. Question
2 point(s)

Where can partners access OTRS training videos on demand?

In the On-Demand Training area of the OTRS Academy.
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Only in live customer workshops, because recorded enablement is not available.
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Only in the support portal, because videos are not part of Academy enablement.
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Question 24 of 28

24. Question
2 point(s)

Why is OTRS attractive for organizations that want to support multiple departments on one platform?

It increases efficiency due to higher transparency and enables multi department workflows.
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It is strongest when each department avoids shared visibility and works in complete isolation.
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It should mainly be positioned when the customer wants a separate tool for every department.
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Question 25 of 28

25. Question
2 point(s)

What is the strongest customer value of process management in OTRS?

It helps guide complex work consistently, reduce errors, and improve service quality across repeatable flows.
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It mainly reduces the need to define responsibilities and approvals in a process.
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It is most useful when teams want each case to be handled differently without structure.
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Question 26 of 28

26. Question
2 point(s)

What business outcome can OTRS most credibly deliver for customers?

Greater efficiency, transparency, and service quality through structured service operations and AI features.
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Elimination of the need for service teams through full platform autonomy.
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Reliable business value without the need for process ownership or adoption.
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Question 27 of 28

27. Question
2 point(s)

How should OTRS generally be positioned in a sales conversation?

As a flexible service management platform that can support IT, customer service, HR, and other operational workflows.
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As a cost efficient service management solution, focused on ITSM cases
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As a platform that creates value only when a customer avoids cross-functional service processes.
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Question 28 of 28

28. Question
2 point(s)

Which customer signals indicate the clearest upsell or expansion opportunity for OTRS?

More teams want to use the platform, broader process coverage is needed, or capabilities such as AI and integrations become relevant.
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The customer wants to reduce process scope and remove cross-team visibility to keep the platform smaller.
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The customer has stable requirements and clearly wants to avoid any functional expansion over time.
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