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

1. How can you find the Root Cause Analysis within SAP Solution Manager?

A) Use the left side menu.
B) Use the appropriate work center transaction code.
C) Fill in the search box with keyword Root Cause Analysis.
D) Open a new application with default settings.

2. What does Mission-Critical Support within SAP Enterprise Support include? (Choose two)

A) SAP system backup
B) 7 x 24 root cause analysis
C) Robust Service Level Agreements (SLA)
D) Ramp-up support

3. What are key components of SAP Enterprise Support offering? (Choose two)

A) Global Support Backbone
B) Mission Critical Support
C) Implementation Roadmap
D) Extended Product Support

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

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

5. A well structured support centre will comprise multiple roles and assist message solving.
Which of the following roles is the primary contact for the SAP Channel Development Manager within the Partner Support Organization?

A) Sales Executive
B) Incident Processor
C) Support Coordinator
D) Service Consultant

Solutions: