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

1. When you have reached a limit in processing a message what would be helpful for you to move forward?

A) Good working relationships with colleagues with whom you can share and discuss ideas.
B) Take as much time as you need to think about the customer's issue on your own.
C) Call the customer and tell them that you cannot progress their message.
D) Send the customer as much documentation as possible so they can find the solution themselves.

2. What is SAP EarlyWatch Check?

A) It is a fully automatically generated report.
B) It is a document that customers follow to check their platform.
C) It is a service delivered remotely.
D) It is a service delivered onsite.

3. What types of remote connections to customer's systems are available? (Choose two)

A) NetMeeting
B) Webex
C) Netviewer
D) R/3 Support

4. 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.

5. You have picked a message from the queue.
What are your next steps? (Choose two)

A) Try to guess what the customer might want to have.
B) Search for notes and confirmed messages.
C) Ask the customer for their usernames and passwords.
D) Get a thorough understanding of the issue from the information given in the message.

Solutions: