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

1. What type of reports can be produced with SAP EarlyWatch Alert?

A) Reports exclusively without graphics
B) Reports exclusively with graphics
C) Reports with animations
D) Reports with or without graphics

2. 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) Ask the customer for their usernames and passwords.
C) Search for notes and confirmed messages.
D) Get a thorough understanding of the issue from the information given in the message.

3. When processing a message it is not always clear what should be documented.
What is a best practice when including information in the message?

A) Documenting information is not required because other colleagues will contact the customer when they take over the message.
B) Contact the customer each time you need detailed information about their installation.
C) Putting too much information in the internal memos makes the case confusing and harder for others to use the information.
D) Maintaining detailed internal memos saves time in the long run and contributes to knowledge transfer.

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

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

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

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

Solutions: