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

1. What are key success factors in message solving? (Choose two)

A) Focus on solving the customer's issue.
B) Work without additional help.
C) Put yourself in the customer's shoes.
D) At first, try to guess.

2. What does priority in incident management mean?

A) It is an attribute that characterizes the urgency of an issue.
B) It is an attribute of the Service Desk.
C) It defines the importance of the customer for SAP.
D) It is an attribute of the customer's system.

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

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

4. What is contractually defined in the Service Level Agreements (SLAs) of SAP Enterprise Support? (Choose two)

A) The maximum time for providing corrective action for critical issues
B) The Initial Response Time (IRT)
C) The dedicated support consultant that has been assigned to the customer
D) The products supported as defined in the SLA

5. What is the recommended way to progress a message that is difficult to clarify?

A) Ask the client to provide screenshots and request information point by point.
B) Change the message status to Customer Action and tell the client that you cannot do much until more information is provided.
C) Escalate the message immediately to a more senior support consultant.
D) Force the client to close the message and open a new one that is clearer.

Solutions: