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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 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

3. 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

4. A message processor decides to send a message to SAP.
What action should be taken from the Solution Manager Service desk?

A) Select Get information for SAP and then select theText Ids to be forwarded to SAP
B) Increase the priority of the message tospeed up response time from SAP
C) Set the message status to Update Message with SAP
D) Set the message status to In Process

5. What is the recommended way to progress a message that is difficult to clarify?

A) Force the client to close the message and open a new one that is clearer.
B) Change the message status to Customer Action and tell the client that you cannot do much until more information is provided.
C) Ask the client to provide screenshots and request information point by point.
D) Escalate the message immediately to a more senior support consultant.

Solutions: