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

1. What is the Service Level Agreement (SLA) for Initial Response Time for high priority issues?

A) 2 hours
B) 8 hours
C) 4 hours
D) 1 hour

2. Which component of SAP Solution Manager will help you to identify the latest software updates?

A) Maintenance Optimizer
B) Work Center
C) Root Cause Analysis
D) Implementation Content

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

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

4. What is SAP EarlyWatch Check?

A) It is a fully automatically generated report.
B) It is a service delivered onsite.
C) It is a document that customers follow to check their platform.
D) It is a service delivered remotely.

5. What is the definition of Initial Reaction Time (IRT)?

A) The overall time taken to process the message.
B) The contractually agreed time for the first qualified response to customer.
C) The time elapsed between the following two statuses assigned to the messagE.- Sent to SAP Confirmed.
D) The amount of time that a customer message has been within the responsibility of SAP.

Solutions: