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

1. What does priority in incident management mean?

A) It is an attribute that characterizes the urgency of an issue.
B) It defines the importance of the customer for SAP.
C) It is an attribute of the customer's system.
D) It is an attribute of the Service Desk.

2. Which of the following are functions of SAP Solution Manager? (Choose two)

A) Service Marketplace
B) Backup and Recovery
C) Solution Monitoring
D) Service Desk

3. Which application within Root Cause Analysis should be used to add a Technical System?

A) System Maintenance
B) Diagnostic Setup
C) Agent Administration
D) System Conflict Resolution

4. You receive a customer message where several issues are reported.
What will be your next step?

A) Ask your colleagues for processing this message.
B) Solve all issues in the message, because it is beneficial for customers to report several issues in one message.
C) Ask the customer to create one message per issue.
D) Start message processing without contacting the customer.

5. You have found an SAP Note related to a customer's message and would like to send this to the customer.
What status should the message be changed to?

A) Sent to SAP
B) In Process
C) Proposed Solution
D) Sent to Support

Solutions: