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

1. What is the definition of Initial Reaction Time (IRT)?

A) The amount of time that a customer message has been within the responsibility of SAP.
B) The time elapsed between the following two statuses assigned to the messagE.- Sent to SAP Confirmed.
C) The contractually agreed time for the first qualified response to customer.
D) The overall time taken to process the message.

2. You need to inform SAP that your SAP Solution Manager implementation is ready to go live for your customer.
How do you proceed?

A) Call your account manager to ask for help.
B) Call the Customer Interaction Center.
C) Send an email to SAP EMEA Support.
D) Create a message using the component SV-SMG-SUP within Service Desk.

3. In which of the following situations would it be advisable to email the client rather than use the phone?

A) If you need to communicate a precise list of sequential actions to be followed by the client.
B) If you do not fully understand the client issue.
C) If the case has not been updated for several days and you have no concrete next steps.
D) If the client has multiple open issues.

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

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

5. A well structured support centre will comprise multiple roles and assist message solving.
Which of the following roles is the primary contact for the SAP Channel Development Manager within the Partner Support Organization?

A) Sales Executive
B) Incident Processor
C) Support Coordinator
D) Service Consultant

Solutions: