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

1. You receive a customer message where several issues are reported.
What will be your next step?

A) Ask your colleagues for processing this message.
B) Ask the customer to create one message per issue.
C) Solve all issues in the message, because it is beneficial for customers to report several issues in one message.
D) Start message processing without contacting the customer.

2. How can you define the role of the Partner Services Advisor (PSA)? (Choose two)

A) Develops a service plan.
B) Liaises with the end customer of the Partner to assist with the booking process.
C) Is available 24*7 by phone or email.
D) Acts as a single point of contact for partner needs within the partner Edge framework.

3. Which tasks can you perform manually in a Managed System configuration? (Choose two)

A) Adjustment of HTTP Log Parameter
B) Configuration of DBA Cockpit
C) Redirection of system calls to SAP Support Backbone
D) Implementation of benchmarking procedures

4. When would the SAP Support Desk provide support directly to a client holding a maintenance agreement with the partner?

A) For any Very High message forwarded by the partner.
B) For any Very High message raised outside of the defined business hours.
C) If the client has a support agreement with both the partner and SAP for the same installation.
D) If the partner support consultants are on holiday.

5. What are key success factors in message solving? (Choose two)

A) Put yourself in the customer's shoes.
B) At first, try to guess.
C) Focus on solving the customer's issue.
D) Work without additional help.

Solutions: