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

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

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

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

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

3. What is one of the roles of a Partner Services Advisor?

A) Trainer for Support Enablement
B) The dedicated point of escalation for level 3 support
C) Ramp-up assistant for the customer of the SAP PartnerEdge partner
D) The first point of contact for program and operational queries

4. You are trying to process a customer message. However, the available information is insufficient for a complete understanding.
What will be your next step? (Choose two)

A) Contact the customer to define the missing information.
B) Get confirmation from the customer that your interpretation of the message is correct.
C) Send notes to customer based on your assumptions.
D) Try to guess what the customer might want to have.

5. A client has asked for additional functionality to be included in the product, but you know that this cannot be implemented.
What step would you take?

A) Log the issue as a bug, so that you can be sure that it will be reviewed.
B) Tell the client that you have no input into product direction and cannot help him as it is out of your control.
C) Try to offer a workaround and set the customer expectation.
D) Request a product enhancement, so that the message can be closed.

Solutions:

Question # 1 Answer: B,D

Question # 2 Answer: A,C

Question # 3 Answer: D

Question # 4 Answer: A,B

Question # 5 Answer: C