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

1. What does Mission-Critical Support within SAP Enterprise Support include? (Choose two)

A) Robust Service Level Agreements (SLA)
B) Ramp-up support
C) 7 x 24 root cause analysis
D) SAP system backup

2. Which component of SAP Solution Manager will help you to identify the latest software updates?

A) Maintenance Optimizer
B) Work Center
C) Root Cause Analysis
D) Implementation Content

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

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

4. As you gain experience in solving messages you will also increase the amount of knowledge around the product.
How can you reference these solutions in the future?

A) Keep the solutions only in the previously solved messages.
B) Document solutions and share this information with your colleagues.
C) Each customer and message is unique so previous solutions are not useful.
D) Contact the customer to find out what the solution was for their solved message.

5. In the Service Desk, how can you search for SAP Notes?

A) Via transaction SNOTE_SEARCH
B) Via transaction SNOTE
C) Via the Tab SAP Notes in the message
D) Via transaction SAP_NOTE

Solutions: