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

1. A message processor decides to send a message to SAP.
What action should be taken from the Solution Manager Service desk?

A) Set the message status to Update Message with SAP
B) Select Get information for SAP and then select theText Ids to be forwarded to SAP
C) Set the message status to In Process
D) Increase the priority of the message tospeed up response time from SAP

2. 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.

3. You are trying to process a customer message. However, the available information is insufficient for a complete understanding.
What will be your next step? (Choose two)

A) Contact the customer to define the missing information.
B) Get confirmation from the customer that your interpretation of the message is correct.
C) Send notes to customer based on your assumptions.
D) Try to guess what the customer might want to have.

4. Which Service Desk feature provides all the functions to analyze and monitor an entire SAP solution centrally?

A) Solution Manager Diagnostics
B) Root Cause Analysis
C) Implementation Roadmap
D) SAP Notes

5. 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.

Solutions: