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

1. Which of the following sentences describes the process flow as depicted in the attached picture?

A) User reports an incident to partner Solution Manger which search for a solution in SAP Service Marketplace.
B) User reports an incident to SAP support Solution Manger which assigns a processor to find a solution.
C) Partner reports an incident to SAP support Solution Manager which search for a solution in public forums.
D) Partner reports an incident to partner Solution Manger which assigns a processor to find a solution.

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

3. What is a work center in the SAP Solution Manager? (Choose two)

A) A user community
B) A tailored and role-based user environment
C) Software to monitor SAP systems
D) A web-based access point to enhance support functions enablement

4. 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

5. As you gain experience in solving messages you will also increase the amount of knowledge around the product.
How can you reference these solutions in the future?

A) Document solutions and share this information with your colleagues.
B) Each customer and message is unique so previous solutions are not useful.
C) Keep the solutions only in the previously solved messages.
D) Contact the customer to find out what the solution was for their solved message.

Solutions:

Question # 1 Answer: A

Question # 2 Answer: D

Question # 3 Answer: B,D

Question # 4 Answer: A,C

Question # 5 Answer: A