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

1. 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.

2. After partner processing, a message is forwarded to SAP.
Which task is expected to be completed by SAP support?

A) Assign the incident to a product component.
B) Ensure the end user activities are documented step by step.
C) Provides fixes in the form of patches.
D) Complete the problem description.

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

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

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

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

5. What is contained in an SAP EarlyWatch Alert report? (Choose two)

A) System configuration
B) Additional recommendations from support consultants
C) User's login and password
D) Performance overview

Solutions: