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

2. What does component refer to when creating a message?

A) The component is an attribute used to identify the system.
B) Components are part of a report.
C) The component is an attribute that allows a classification from the application perspective.
D) Components are part of data dictionary.

3. Which of the following are functions of SAP Solution Manager? (Choose two)

A) Service Marketplace
B) Backup and Recovery
C) Solution Monitoring
D) Service Desk

4. 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

5. You receive a customer message where several issues are reported.
What will be your next step?

A) Ask your colleagues for processing this message.
B) Start message processing without contacting the customer.
C) Solve all issues in the message, because it is beneficial for customers to report several issues in one message.
D) Ask the customer to create one message per issue.

Solutions: