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SAP Certified Associate - Support Consultant for Incident Management with SAP Business All-in-One Sample Questions:

1. How can you access the ABAP Development Workbench? (Choose two)

A) Enter transaction code WORKBENCH
B) Enter transaction code ABAP_WORKBENCH
C) Enter transaction code SE80
D) Choose Tools,ABAP Development Workbench in the SAP Easy Access Menu

2. What is the definition of Initial Response Time (IRT)?

A) Agreed time within which the Partner must confirm receipt of an Incident and provide the End User with an initial qualified response.
B) The time elapsed between the following two events: Customer message receives status - Sent to SAP; and the message processor changes the message status to - Completed.
C) The time elapsed between the following two events: Customer message receives status - Sent to SAP; and the customer changes the message status to - Completed for author.
D) The amount of time that a customer message has been the responsibility of SAP.

3. Which of the following are applications of the root cause analysis of SAP Solution Manager? (Choose two)

A) Batch job planning
B) Report development
C) Safe remote access
D) Performance measurement

4. What are the main steps when you accept a priority 1 message? (Choose two)

A) Document every activity in the message.
B) Call the customer if you leave for the weekend, indicating that you will proceed with processing the message on Monday.
C) Clarify the issue by phone to avoid additional effort in processing the message.
D) Call the customer within the Initial Reaction Time (IRT).

5. Which of the following are ways to create a message for a customer in SAP Solution Manager Service Desk during message processing? (Choose two)

A) Within the transaction for message processing.
B) Only a customer can create a message.
C) Call transaction CRMD_ORDER.
D) The message processor has to call SE80.

Solutions: