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

1. 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.

2. 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

3. 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.

4. The customer has an error that can be reproduced on their system.
How do you proceed to investigate this issue?

A) The customer is no longer entitled to support since they have caused a fault in the system.
B) The customer's system has the fault therefore you only need to use their system for further investigation and testing.
C) Ask the customer to document the workflow step by step so that you can attempt to reproduce the issue on your internal system.
D) Ask the customer to use a different system since this installation is experiencing issues.

5. What type of reports can be produced with SAP EarlyWatch Alert?

A) Reports with animations
B) Reports with or without graphics
C) Reports exclusively without graphics
D) Reports exclusively with graphics

Solutions: