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

1. When would the SAP Support Desk provide support directly to a client holding a maintenance agreement with the partner?

A) For any Very High message raised outside of the defined business hours.
B) If the partner support consultants are on holiday.
C) For any Very High message forwarded by the partner.
D) If the client has a support agreement with both the partner and SAP for the same installation.

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

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

3. What should the partner do when receiving a new message from an end user?

A) Recommend to the end user to install the latest patch.
B) Forward it to SAP and advise the end-user of the current situation.
C) Undertake the support Level 1 and 2 tasks corresponding to primary support services.
D) Call SAP Support for suggestions.

4. A customer may not understand a proposed solution and send the case back to you.
How can you avoid this situation?

A) Send the customer multiple possible solutions even if you have not tested them.
B) Send customers short answers to avoid confusion.
C) Update the customer with the same solution you sent originally until the customer understands that solution.
D) Update the customer with detailed step by step solutions using clear but short sentences.

5. A message has been sent to the end user with an assigned note.
What can the end user decide to do with this message after reading the reply? (Choose two)

A) Change the status of the message to Confirmed.
B) Change the processor of the message and send it back to support with the status Sent to Support.
C) Change the status of the message to Send to SAP and send it directly to SAP Support.
D) Send the message back to support after providing feedback.

Solutions: