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

1. When processing a message it is not always clear what should be documented.
What is a best practice when including information in the message?

A) Documenting information is not required because other colleagues will contact the customer when they take over the message.
B) Putting too much information in the internal memos makes the case confusing and harder for others to use the information.
C) Contact the customer each time you need detailed information about their installation.
D) Maintaining detailed internal memos saves time in the long run and contributes to knowledge transfer.

2. What type of reports can be produced with SAP EarlyWatch Alert?

A) Reports exclusively without graphics
B) Reports with or without graphics
C) Reports with animations
D) Reports exclusively with graphics

3. What is one of the roles of a Partner Services Advisor?

A) Trainer for Support Enablement
B) The first point of contact for program and operational queries
C) Ramp-up assistant for the customer of the SAP PartnerEdge partner
D) The dedicated point of escalation for level 3 support

4. Which scenarios will be addressed by SAP Solution Manager in Life Cycle Management? (Choose two)

A) Discovery of corrective software packages
B) Hardware Management
C) Automatic Deployment
D) Best practices for embedding third-party software

5. What is recommended communication behavior if a message has a long life cycle?

A) I am the only person with this skill so it cannot be escalated.
B) I am going to be on holiday for two weeks please wait until I get back.
C) Sorry for the time taken but I was working on a more important customer's issue.
D) I need to work with my manager to get a plan around how to get a solution.

Solutions: