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

1. What is one of the roles of a Partner Services Advisor?

A) The first point of contact for program and operational queries
B) Ramp-up assistant for the customer of the SAP PartnerEdge partner
C) Trainer for Support Enablement
D) The dedicated point of escalation for level 3 support

2. What types of remote connections to customer's systems are available? (Choose two)

A) NetMeeting
B) Netviewer
C) Webex
D) R/3 Support

3. You have picked a message from the queue.
What are your next steps? (Choose two)

A) Try to guess what the customer might want to have.
B) Ask the customer for their usernames and passwords.
C) Get a thorough understanding of the issue from the information given in the message.
D) Search for notes and confirmed messages.

4. 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.

5. What are the goals of the enablement program for SAP PartnerEdge partners? (Choose two)

A) To ensure that SAP PartnerEdge program is a completely self-help environment
B) To assist SAP PartnerEdge partners with non-technical requirements
C) To accelerate the ramp up of SAP PartnerEdge partners
D) To manage the readiness of SAP PartnerEdge partners to provide support

Solutions: