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

1. What is the recommended way to progress a message that is difficult to clarify?

A) Escalate the message immediately to a more senior support consultant.
B) Ask the client to provide screenshots and request information point by point.
C) Change the message status to Customer Action and tell the client that you cannot do much until more information is provided.
D) Force the client to close the message and open a new one that is clearer.

2. What are benefits of SAP Notes to the installed base? (Choose two)

A) One SAP Note can cover multiple technical issues.
B) They allow support consultants to quickly provide solutions for problems which have already been solved before.
C) SAP Notes inform customers about corporate strategy.
D) They allow customers to find solutions for their own product issues.

3. Assume you perform an SAP Note Search on 'update' and the search pattern Linguistic Search.
Which of the following terms would be considered hits? (Choose two)

A) Updating
B) Upgrade
C) Update
D) Up-to-date

4. What is one of the roles of a Partner Services Advisor?

A) Ramp-up assistant for the customer of the SAP PartnerEdge partner
B) The dedicated point of escalation for level 3 support
C) The first point of contact for program and operational queries
D) Trainer for Support Enablement

5. The customer has an error that can be reproduced on their system.
How do you proceed to investigate this issue?

A) Ask the customer to use a different system since this installation is experiencing issues.
B) Ask the customer to document the workflow step by step so that you can attempt to reproduce the issue on your internal system.
C) The customer is no longer entitled to support since they have caused a fault in the system.
D) The customer's system has the fault therefore you only need to use their system for further investigation and testing.

Solutions: