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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) SAP system backup
C) 7 x 24 root cause analysis
D) Ramp-up support

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

3. Which of the following incidents will lead to a message being qualified as Very High?

A) An issue leading to business critical work that cannot be performed
B) An important request for information related to a future release or patch
C) A product customization requested through support
D) A missing product functionality required by the customer

4. Which tasks can you perform manually in a Managed System configuration? (Choose two)

A) Configuration of DBA Cockpit
B) Redirection of system calls to SAP Support Backbone
C) Implementation of benchmarking procedures
D) Adjustment of HTTP Log Parameter

5. 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.

Solutions: