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

1. What do you configure to enable Root Cause Analysis for a customer?

A) A bridged central Solution Landscape Directory to SAP Solution Manager
B) All system landscape components
C) A single Diagnostic Agent
D) Technical System and Diagnostic Configuration for each component

2. What does Mission-Critical Support within SAP Enterprise Support include? (Choose two)

A) Ramp-up support
B) 7 x 24 root cause analysis
C) Robust Service Level Agreements (SLA)
D) SAP system backup

3. In which of the following situations would it be advisable to email the client rather than use the phone?

A) If you do not fully understand the client issue.
B) If you need to communicate a precise list of sequential actions to be followed by the client.
C) If the client has multiple open issues.
D) If the case has not been updated for several days and you have no concrete next steps.

4. A message has been sent to the end user with an assigned note.
What can the end user decide to do with this message after reading the reply? (Choose two)

A) Change the processor of the message and send it back to support with the status Sent to Support.
B) Change the status of the message to Confirmed.
C) Change the status of the message to Send to SAP and send it directly to SAP Support.
D) Send the message back to support after providing feedback.

5. What are the characteristics of an appropriately raised customer message? (Choose two)

A) The master data (system, Support Package level, s-user, customer data, ...) is complete and correct.
B) The problem description is a summary.
C) The message refers to only one problem.
D) The reporter has selected the correct SAP support center.

Solutions: