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SAP Certified Support Associate - Incident Management with SAP BusinessObjects Sample Questions:

1. What does priority in incident management mean?

A) It is an attribute of the Service Desk.
B) It defines the importance of the customer for SAP.
C) It is an attribute of the customer's system.
D) It is an attribute that characterizes the urgency of an issue.

2. What should the partner do when receiving a new message from an end user?

A) Forward it to SAP and advise the end-user of the current situation.
B) Recommend to the end user to install the latest patch.
C) Undertake the support Level 1 and 2 tasks corresponding to primary support services.
D) Call SAP Support for suggestions.

3. In which of the following situations would it be advisable to email the client rather than use the phone?

A) If you need to communicate a precise list of sequential actions to be followed by the client.
B) If the case has not been updated for several days and you have no concrete next steps.
C) If you do not fully understand the client issue.
D) If the client has multiple open issues.

4. What are the characteristics of an appropriately raised customer message? (Choose two)

A) The reporter has selected the correct SAP support center.
B) The problem description is a summary.
C) The master data (system, Support Package level, s-user, customer data, ...) is complete and correct.
D) The message refers to only one problem.

5. What is a work center in the SAP Solution Manager? (Choose two)

A) A web-based access point to enhance support functions enablement
B) A user community
C) A tailored and role-based user environment
D) Software to monitor SAP systems

Solutions: