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

2. What is a level1 support task upon receiving a message?

A) Provide a workaround.
B) Contact the customer to complete any information that may be missing.
C) Enable and analyze the traces.
D) Reproduce the issue described by the customer.

3. What is SAP EarlyWatch Check?

A) It is a service delivered onsite.
B) It is a document that customers follow to check their platform.
C) It is a fully automatically generated report.
D) It is a service delivered remotely.

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

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

5. How can you define the role of the Partner Services Advisor (PSA)? (Choose two)

A) Liaises with the end customer of the Partner to assist with the booking process.
B) Develops a service plan.
C) Acts as a single point of contact for partner needs within the partner Edge framework.
D) Is available 24*7 by phone or email.

Solutions: