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

1. What characterizes On the Job Enablement sessions?

A) They are open workshops.
B) They are workshops coordinated by the Partner Services Adviser (PSA).
C) They are chargeable add-ons.
D) They are not available to Channel partners.

2. What does priority in incident management mean?

A) It defines the importance of the customer for SAP.
B) It is an attribute that characterizes the urgency of an issue.
C) It is an attribute of the customer's system.
D) It is an attribute of the Service Desk.

3. What can be considered a corrective action for a critical issue?

A) The incident was acknowledged by its processor.
B) The customer was contacted within the Service Level Agreement (SLA).
C) The assessment of the situation has been completed.
D) A workaround has been provided to the customer.

4. Which of the following options is included only in SAP Enterprise Support?

A) Dedicated contact point for the partner
B) Message solving
C) Technical Quality Check
D) 24*7 support for Very High messages

5. What is contractually defined in the Service Level Agreements (SLAs) of SAP Enterprise Support? (Choose two)

A) The products supported as defined in the SLA
B) The dedicated support consultant that has been assigned to the customer
C) The Initial Response Time (IRT)
D) The maximum time for providing corrective action for critical issues

Solutions: