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

1. A customer may not understand a proposed solution and send the case back to you.
How can you avoid this situation?

A) Send the customer multiple possible solutions even if you have not tested them.
B) Update the customer with detailed step by step solutions using clear but short sentences.
C) Update the customer with the same solution you sent originally until the customer understands that solution.
D) Send customers short answers to avoid confusion.

2. Some messages may require you to decline a customer's request.
In these situations, what type of response should you send to the customer?

A) You cannot deny the customer's request as the customer is always right.
B) Avoid the message for as long as possible eventually the customer will not want you to take any action.
C) Update the customer regularly to let them know you need more time to investigate the issue.
D) Update the customer with an honest and clear answer right away to avoid having the situation becoming more difficult.

3. When a message is directed to SAP via SAP Solution Manager, which status does the message have in the Service Desk?

A) Incident forwarded
B) Confirmed
C) Sent to SAP
D) Information to SAP

4. Which of the following are features of the SAP Solution Manager? (Choose three)

A) Test Information
B) Business Case Calculation
C) Incident Management
D) The entire documentation
E) Bid Management

5. Which of the following deliverables is part of both Enterprise and Standard Support?

A) Access to SAP Notes database
B) 24*7 End-to-end Root Cause Analysis
C) 24*7 support advisory interaction
D) SLA based delivery

Solutions: