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

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

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

2. Which of the following deliverables is part of both Enterprise and Standard Support?

A) 24*7 End-to-end Root Cause Analysis
B) 24*7 support advisory interaction
C) Access to SAP Notes database
D) SLA based delivery

3. A message processor should put themselves in the customer's shoes when handling messages.
Which of these statements describe the attitude you should take when processing customer messages?

A) Always use as many technical terms as possible with your customer to prove to them you know what you are talking about.
B) If you were the customer you would be happy with the answer provided.
C) Any response given to the customer is valid as long as it is within the Initial Response Time (IRT).
D) Prove to the customer that they are wrong.

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

5. What are key components of SAP Enterprise Support offering? (Choose two)

A) Extended Product Support
B) Global Support Backbone
C) Implementation Roadmap
D) Mission Critical Support

Solutions: