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

1. How do you check for new messages for a customer in SAP Solution Manager Service Desk?

A) Only the support coordinator can check for new messages.
B) Call the transaction SE80.
C) This is not possible until the message is assigned.
D) Call transaction CRMD_ORDER.

2. In the Service Desk, how can you search for SAP Notes?

A) Via transaction SNOTE_SEARCH
B) Via transaction SAP_NOTE
C) Via the Tab SAP Notes in the message
D) Via transaction SNOTE

3. 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.

4. The customer has an error that can be reproduced on their system.
How do you proceed to investigate this issue?

A) Ask the customer to document the workflow step by step so that you can attempt to reproduce the issue on your internal system.
B) The customer is no longer entitled to support since they have caused a fault in the system.
C) Ask the customer to use a different system since this installation is experiencing issues.
D) The customer's system has the fault therefore you only need to use their system for further investigation and testing.

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: