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

1. What can be considered a corrective action for a critical issue?

A) The customer was contacted within the Service Level Agreement (SLA).
B) The assessment of the situation has been completed.
C) A workaround has been provided to the customer.
D) The incident was acknowledged by its processor.

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) Proposed Solution
C) In Process
D) Sent to Support

3. When a message is directed to SAP via SAP Solution Manager, which status does the message have in the Service Desk?

A) Incident forwarded
B) Confirmed
C) Sent to SAP
D) Information to SAP

4. What is a level1 support task upon receiving a message?

A) Provide a workaround.
B) Reproduce the issue described by the customer.
C) Enable and analyze the traces.
D) Contact the customer to complete any information that may be missing.

5. You opened a message and want to request for an update.
How can you do that?

A) Via e-mail
B) Via the report Synchronize Messages (RNOTIFUPDATE01)
C) Via SAP Service Marketplace
D) Via the action Update Message with SAP

Solutions: