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

1. Which application within Root Cause Analysis should be used to add a Technical System?

A) System Maintenance
B) System Conflict Resolution
C) Agent Administration
D) Diagnostic Setup

2. After partner processing, a message is forwarded to SAP.
Which task is expected to be completed by SAP support?

A) Ensure the end user activities are documented step by step.
B) Complete the problem description.
C) Assign the incident to a product component.
D) Provides fixes in the form of patches.

3. What do you configure to enable Root Cause Analysis for a customer?

A) All system landscape components
B) A single Diagnostic Agent
C) Technical System and Diagnostic Configuration for each component
D) A bridged central Solution Landscape Directory to SAP Solution Manager

4. Some messages may require you to decline a customer's request.
In these situations, what type of response should you send to the customer?

A) You cannot deny the customer's request as the customer is always right.
B) Avoid the message for as long as possible eventually the customer will not want you to take any action.
C) Update the customer regularly to let them know you need more time to investigate the issue.
D) Update the customer with an honest and clear answer right away to avoid having the situation becoming more difficult.

5. What are benefits of SAP Notes to the installed base? (Choose two)

A) SAP Notes inform customers about corporate strategy.
B) They allow customers to find solutions for their own product issues.
C) They allow support consultants to quickly provide solutions for problems which have already been solved before.
D) One SAP Note can cover multiple technical issues.

Solutions: