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

1. What are key success factors in message solving? (Choose two)

A) At first, try to guess.
B) Work without additional help.
C) Focus on solving the customer's issue.
D) Put yourself in the customer's shoes.

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. An incident has been forwarded to level 3 support.
What could be a valid reason to send it back to level 2?

A) A fix is required.
B) A note needs to be created based on the result of the investigation.
C) Trace files require further analysis.
D) The message requires further qualification.

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 Product Support Hierarchy in SAP environment? (Choose two)

A) It is an instrument in organization and reporting within Product Support.
B) It defines the maintenance pricing level.
C) It is part of the Service Level Agreement.
D) It is a view on the Application Component Hierarchy.

Solutions: