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

1. What does priority in incident management mean?

A) It defines the importance of the customer for SAP.
B) It is an attribute that characterizes the urgency of an issue.
C) It is an attribute of the Service Desk.
D) It is an attribute of the customer's system.

2. What are the technical requirements for SAP EarlyWatch Alert? (Choose two)

A) A working network connection.
B) Data Collectors should be stopped.
C) Profile parameters should be left at default values.
D) The RFC destination SAPOSS should be set up.

3. A message has been sent to the end user with an assigned note.
What can the end user decide to do with this message after reading the reply? (Choose two)

A) Change the processor of the message and send it back to support with the status Sent to Support.
B) Change the status of the message to Confirmed.
C) Send the message back to support after providing feedback.
D) Change the status of the message to Send to SAP and send it directly to SAP Support.

4. 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

5. When you have reached a limit in processing a message what would be helpful for you to move forward?

A) Call the customer and tell them that you cannot progress their message.
B) Take as much time as you need to think about the customer's issue on your own.
C) Good working relationships with colleagues with whom you can share and discuss ideas.
D) Send the customer as much documentation as possible so they can find the solution themselves.

Solutions: