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

1. 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) They allow customers to find solutions for their own product issues.
D) SAP Notes inform customers about corporate strategy.

2. A message processor should put themselves in the customer's shoes when handling messages.
Which of these statements describe the attitude you should take when processing customer messages?

A) If you were the customer you would be happy with the answer provided.
B) Always use as many technical terms as possible with your customer to prove to them you know what you are talking about.
C) Any response given to the customer is valid as long as it is within the Initial Response Time (IRT).
D) Prove to the customer that they are wrong.

3. Which of the following deliverables is part of both Enterprise and Standard Support?

A) 24*7 support advisory interaction
B) Access to SAP Notes database
C) 24*7 End-to-end Root Cause Analysis
D) SLA based delivery

4. You are trying to process a customer message. However, the available information is insufficient for a complete understanding.
What will be your next step? (Choose two)

A) Contact the customer to define the missing information.
B) Get confirmation from the customer that your interpretation of the message is correct.
C) Send notes to customer based on your assumptions.
D) Try to guess what the customer might want to have.

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

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

Solutions: