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

1. If you want to add an SAP or non-SAP system to your landscape, which transaction do you need to run?

A) SMSY_SETUP
B) SOLMAN_WORKCENTER
C) MSY_SETUP
D) SMSY

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

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

3. What is recommended communication behavior if a message has a long life cycle?

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

4. When would the SAP Support Desk provide support directly to a client holding a maintenance agreement with the partner?

A) If the partner support consultants are on holiday.
B) If the client has a support agreement with both the partner and SAP for the same installation.
C) For any Very High message raised outside of the defined business hours.
D) For any Very High message forwarded by the partner.

5. Some messages may require you to decline a customer's request.
In these situations, what type of response should you send to the customer?

A) Avoid the message for as long as possible eventually the customer will not want you to take any action.
B) You cannot deny the customer's request as the customer is always right.
C) Update the customer with an honest and clear answer right away to avoid having the situation becoming more difficult.
D) Update the customer regularly to let them know you need more time to investigate the issue.

Solutions: