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

1. What are benefits of SAP Notes to the installed base? (Choose two)

A) One SAP Note can cover multiple technical issues.
B) SAP Notes inform customers about corporate strategy.
C) They allow support consultants to quickly provide solutions for problems which have already been solved before.
D) They allow customers to find solutions for their own product issues.

2. What are the technical requirements for SAP EarlyWatch Alert? (Choose two)

A) A working network connection.
B) Profile parameters should be left at default values.
C) The RFC destination SAPOSS should be set up.
D) Data Collectors should be stopped.

3. What is the recommended way to progress a message that is difficult to clarify?

A) Escalate the message immediately to a more senior support consultant.
B) Change the message status to Customer Action and tell the client that you cannot do much until more information is provided.
C) Force the client to close the message and open a new one that is clearer.
D) Ask the client to provide screenshots and request information point by point.

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

5. Which of the following are functions of SAP Solution Manager? (Choose two)

A) Solution Monitoring
B) Backup and Recovery
C) Service Marketplace
D) Service Desk

Solutions: