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

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

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

2. You have found an SAP Note related to a customer's message and would like to send this to the customer.
What status should the message be changed to?

A) Sent to SAP
B) In Process
C) Sent to Support
D) Proposed Solution

3. When you have reached a limit in processing a message what would be helpful for you to move forward?

A) Take as much time as you need to think about the customer's issue on your own.
B) Send the customer as much documentation as possible so they can find the solution themselves.
C) Call the customer and tell them that you cannot progress their message.
D) Good working relationships with colleagues with whom you can share and discuss ideas.

4. 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.

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: