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

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

2. An incident has been forwarded to level 3 support.
What could be a valid reason to send it back to level 2?

A) A fix is required.
B) A note needs to be created based on the result of the investigation.
C) The message requires further qualification.
D) Trace files require further analysis.

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

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

4. What are the goals of the enablement program for SAP PartnerEdge partners? (Choose two)

A) To ensure that SAP PartnerEdge program is a completely self-help environment
B) To manage the readiness of SAP PartnerEdge partners to provide support
C) To assist SAP PartnerEdge partners with non-technical requirements
D) To accelerate the ramp up of SAP PartnerEdge partners

5. Which Service Desk feature provides all the functions to analyze and monitor an entire SAP solution centrally?

A) SAP Notes
B) Root Cause Analysis
C) Implementation Roadmap
D) Solution Manager Diagnostics

Solutions: