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

1. A well structured support centre will comprise multiple roles and assist message solving.
Which of the following roles is the primary contact for the SAP Channel Development Manager within the Partner Support Organization?

A) Incident Processor
B) Service Consultant
C) Support Coordinator
D) Sales Executive

2. What can the processor use in the Service Desk for message processing? (Choose two)

A) Transaction INCMAN
B) Incident Management Work Center
C) Business Process Monitoring Work Center
D) CRM_DNO_MONITOR transaction within SAP GUI

3. What is SAP Solution Manager Enterprise Edition? (Choose two)

A) A platform for realizing the value of SAP Enterprise Support
B) A comprehensive view on a project/release plan with all quality gates and their associated activities
C) An enablement program for SAP customers
D) An enablement program for SAP partners

4. What is the recommended way to progress a message that is difficult to clarify?

A) Escalate the message immediately to a more senior support consultant.
B) Ask the client to provide screenshots and request information point by point.
C) Force the client to close the message and open a new one that is clearer.
D) Change the message status to Customer Action and tell the client that you cannot do much until more information is provided.

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

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

Solutions: