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

1. When you have reached a limit in processing a message what would be helpful for you to move forward?

A) Good working relationships with colleagues with whom you can share and discuss ideas.
B) Send the customer as much documentation as possible so they can find the solution themselves.
C) Take as much time as you need to think about the customer's issue on your own.
D) Call the customer and tell them that you cannot progress their message.

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

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

3. What should be done if an SAP EarlyWatch Alert report has a red rating? (Choose two)

A) When notified, the partner support organization should contact the customer.
B) Nothing, the recommendation will be implemented automatically.
C) The customer should implement the recommendation within the report.
D) Support will come on site to apply the recommendation.

4. A message has been sent to the end user with an assigned note.
What can the end user decide to do with this message after reading the reply? (Choose two)

A) Change the status of the message to Send to SAP and send it directly to SAP Support.
B) Send the message back to support after providing feedback.
C) Change the status of the message to Confirmed.
D) Change the processor of the message and send it back to support with the status Sent to Support.

5. 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.

Solutions: