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

2. What can be considered a corrective action for a critical issue?

A) A workaround has been provided to the customer.
B) The incident was acknowledged by its processor.
C) The assessment of the situation has been completed.
D) The customer was contacted within the Service Level Agreement (SLA).

3. 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.

4. A well structured support centre will comprise multiple roles and assist message solving.
Which of the following roles is the primary contact for the SAP Channel Development Manager within the Partner Support Organization?

A) Service Consultant
B) Support Coordinator
C) Incident Processor
D) Sales Executive

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

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

Solutions: