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

1. In the Service Desk, how can you search for SAP Notes?

A) Via transaction SNOTE_SEARCH
B) Via the Tab SAP Notes in the message
C) Via transaction SAP_NOTE
D) Via transaction SNOTE

2. What does Mission-Critical Support within SAP Enterprise Support include? (Choose two)

A) Robust Service Level Agreements (SLA)
B) 7 x 24 root cause analysis
C) SAP system backup
D) Ramp-up support

3. 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.

4. What is contractually defined in the Service Level Agreements (SLAs) of SAP Enterprise Support? (Choose two)

A) The products supported as defined in the SLA
B) The dedicated support consultant that has been assigned to the customer
C) The Initial Response Time (IRT)
D) The maximum time for providing corrective action for critical issues

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

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

Solutions: