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

1. 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 going to be on holiday for two weeks please wait until I get back.
C) I am the only person with this skill so it cannot be escalated.
D) Sorry for the time taken but I was working on a more important customer's issue.

2. 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) Information to SAP
C) Confirmed
D) Sent to SAP

3. What are the characteristics of an appropriately raised customer message? (Choose two)

A) The problem description is a summary.
B) The reporter has selected the correct SAP support center.
C) The message refers to only one problem.
D) The master data (system, Support Package level, s-user, customer data, ...) is complete and correct.

4. What can be considered a corrective action for a critical issue?

A) The assessment of the situation has been completed.
B) The customer was contacted within the Service Level Agreement (SLA).
C) A workaround has been provided to the customer.
D) The incident was acknowledged by its processor.

5. If you want to add an SAP or non-SAP system to your landscape, which transaction do you need to run?

A) MSY_SETUP
B) SMSY
C) SOLMAN_WORKCENTER
D) SMSY_SETUP

Solutions: