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

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

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

2. How can you find the Root Cause Analysis within SAP Solution Manager?

A) Use the left side menu.
B) Fill in the search box with keyword Root Cause Analysis.
C) Use the appropriate work center transaction code.
D) Open a new application with default settings.

3. A message has been sent to the end user with an assigned note.
What can the end user decide to do with this message after reading the reply? (Choose two)

A) Change the status of the message to Confirmed.
B) Change the status of the message to Send to SAP and send it directly to SAP Support.
C) Change the processor of the message and send it back to support with the status Sent to Support.
D) Send the message back to support after providing feedback.

4. What is recommended communication behavior if a message has a long life cycle?

A) I need to work with my manager to get a plan around how to get a solution.
B) I am the only person with this skill so it cannot be escalated.
C) Sorry for the time taken but I was working on a more important customer's issue.
D) I am going to be on holiday for two weeks please wait until I get back.

5. What types of remote connections to customer's systems are available? (Choose two)

A) Webex
B) Netviewer
C) NetMeeting
D) R/3 Support

Solutions: