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

1. What is a work center in the SAP Solution Manager? (Choose two)

A) A user community
B) A tailored and role-based user environment
C) Software to monitor SAP systems
D) A web-based access point to enhance support functions enablement

2. Some messages may require you to decline a customer's request.
In these situations, what type of response should you send to the customer?

A) Avoid the message for as long as possible eventually the customer will not want you to take any action.
B) You cannot deny the customer's request as the customer is always right.
C) Update the customer regularly to let them know you need more time to investigate the issue.
D) Update the customer with an honest and clear answer right away to avoid having the situation becoming more difficult.

3. A client has asked for additional functionality to be included in the product, but you know that this cannot be implemented.
What step would you take?

A) Log the issue as a bug, so that you can be sure that it will be reviewed.
B) Tell the client that you have no input into product direction and cannot help him as it is out of your control.
C) Try to offer a workaround and set the customer expectation.
D) Request a product enhancement, so that the message can be closed.

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

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

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

Solutions: