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

1. What characterizes On the Job Enablement sessions?

A) They are chargeable add-ons.
B) They are open workshops.
C) They are workshops coordinated by the Partner Services Adviser (PSA).
D) They are not available to Channel partners.

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

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

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

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

4. You have picked a message from the queue.
What are your next steps? (Choose two)

A) Search for notes and confirmed messages.
B) Get a thorough understanding of the issue from the information given in the message.
C) Ask the customer for their usernames and passwords.
D) Try to guess what the customer might want to have.

5. You opened a message and want to request for an update.
How can you do that?

A) Via SAP Service Marketplace
B) Via the action Update Message with SAP
C) Via e-mail
D) Via the report Synchronize Messages (RNOTIFUPDATE01)

Solutions: