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

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

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

2. Which of the following options is included only in SAP Enterprise Support?

A) Dedicated contact point for the partner
B) 24*7 support for Very High messages
C) Technical Quality Check
D) Message solving

3. What is Product Support Hierarchy in SAP environment? (Choose two)

A) It is part of the Service Level Agreement.
B) It defines the maintenance pricing level.
C) It is a view on the Application Component Hierarchy.
D) It is an instrument in organization and reporting within Product Support.

4. What are benefits of using Root Cause Analysis of SAP Solution Manager? (Choose two)

A) Report development
B) Safe remote access
C) Performance measurement
D) Batch job planning

5. You are trying to process a customer message. However, the available information is insufficient for a complete understanding.
What will be your next step? (Choose two)

A) Contact the customer to define the missing information.
B) Try to guess what the customer might want to have.
C) Get confirmation from the customer that your interpretation of the message is correct.
D) Send notes to customer based on your assumptions.

Solutions: