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

1. Which of the following options is included only in SAP Enterprise Support?

A) Message solving
B) Dedicated contact point for the partner
C) 24*7 support for Very High messages
D) Technical Quality Check

2. A message processor decides to send a message to SAP.
What action should be taken from the Solution Manager Service desk?

A) Set the message status to Update Message with SAP
B) Select Get information for SAP and then select theText Ids to be forwarded to SAP
C) Set the message status to In Process
D) Increase the priority of the message tospeed up response time from SAP

3. You have decided to forward a message to the next support level.
What should you include in the message? (Choose two)

A) SAP Notes that have not been tested yet.
B) Username and password in your internal message notice.
C) All relevant information you have gathered.
D) The steps which you performed to reproduce the issue.

4. The customer has an error that can be reproduced on their system.
How do you proceed to investigate this issue?

A) Ask the customer to document the workflow step by step so that you can attempt to reproduce the issue on your internal system.
B) The customer is no longer entitled to support since they have caused a fault in the system.
C) Ask the customer to use a different system since this installation is experiencing issues.
D) The customer's system has the fault therefore you only need to use their system for further investigation and testing.

5. What is the Service Level Agreement (SLA) for Initial Response Time for high priority issues?

A) 2 hours
B) 8 hours
C) 4 hours
D) 1 hour

Solutions:

Question # 1 Answer: D

Question # 2 Answer: B

Question # 3 Answer: C,D

Question # 4 Answer: A

Question # 5 Answer: C