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

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

A) If you need to communicate a precise list of sequential actions to be followed by the client.
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 do not fully understand the client issue.

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

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

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

4. You need to inform SAP that your SAP Solution Manager implementation is ready to go live for your customer.
How do you proceed?

A) Call the Customer Interaction Center.
B) Send an email to SAP EMEA Support.
C) Create a message using the component SV-SMG-SUP within Service Desk.
D) Call your account manager to ask for help.

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

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

Solutions: