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

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

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

2. Some messages may require you to decline a customer's request.
In these situations, what type of response should you send to the customer?

A) Update the customer with an honest and clear answer right away to avoid having the situation becoming more difficult.
B) Avoid the message for as long as possible eventually the customer will not want you to take any action.
C) Update the customer regularly to let them know you need more time to investigate the issue.
D) You cannot deny the customer's request as the customer is always right.

3. What are benefits of SAP Notes to the installed base? (Choose two)

A) They allow support consultants to quickly provide solutions for problems which have already been solved before.
B) One SAP Note can cover multiple technical issues.
C) SAP Notes inform customers about corporate strategy.
D) They allow customers to find solutions for their own product issues.

4. Assume you perform an SAP Note Search on 'update' and the search pattern Linguistic Search.
Which of the following terms would be considered hits? (Choose two)

A) Update
B) Up-to-date
C) Updating
D) Upgrade

5. How do you check for new messages for a customer in SAP Solution Manager Service Desk?

A) Call transaction CRMD_ORDER.
B) This is not possible until the message is assigned.
C) Only the support coordinator can check for new messages.
D) Call the transaction SE80.

Solutions: