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

2. As an SAP partner you have implemented SAP Solution Manager.
Which of the following statements reflects the requirements with regards to SAP Solution Manager installation on the customer site?

A) Customers and partner need to have SAP Solution Manager clustered.
B) Customers need to install SAP Solution Manager and the partner needs to connect to it.
C) Customers do not require their own SAP Solution Manager installation.
D) Customers require their own installation of SAP Solution Manager.

3. How do you check for new messages for a customer in SAP Solution Manager Service Desk?

A) Call the transaction SE80.
B) This is not possible until the message is assigned.
C) Call transaction CRMD_ORDER.
D) Only the support coordinator can check for new messages.

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

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

5. What is contained in an SAP EarlyWatch Alert report? (Choose two)

A) Performance overview
B) Additional recommendations from support consultants
C) User's login and password
D) System configuration

Solutions: