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

2. When a message is directed to SAP via SAP Solution Manager, which status does the message have in the Service Desk?

A) Information to SAP
B) Confirmed
C) Incident forwarded
D) Sent to SAP

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

4. Which of the following options is included only in SAP Enterprise Support?

A) Technical Quality Check
B) Message solving
C) Dedicated contact point for the partner
D) 24*7 support for Very High messages

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

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

Solutions: