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

1. What is SAP Solution Manager?

A) It supports the implementation throughout the entire life-cycle from the business blueprint to the configuration to production processing.
B) It is an application that is part of the SAP Supply Chain Management application.
C) It is a relational database system that can be used as an alternative to databases from other vendors.
D) It is a robust and lean standard-based platform that enables you to develop Java and composite applications from scratch.

2. As you gain experience in solving messages you will also increase the amount of knowledge around the product.
How can you reference these solutions in the future?

A) Keep the solutions only in the previously solved messages.
B) Each customer and message is unique so previous solutions are not useful.
C) Document solutions and share this information with your colleagues.
D) Contact the customer to find out what the solution was for their solved message.

3. Where is collected data processed to generate a report when using SAP EarlyWatch Alert?

A) In SAP Support office by support consultants
B) In the SAP Service Marketplace
C) In the Data Collectors on satellite systems
D) In SAP Solution Manager

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

5. 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.

Solutions: