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

1. After partner processing, a message is forwarded to SAP.
Which task is expected to be completed by SAP support?

A) Provides fixes in the form of patches.
B) Ensure the end user activities are documented step by step.
C) Assign the incident to a product component.
D) Complete the problem description.

2. Which of the following options is included only in SAP Enterprise Support?

A) Technical Quality Check
B) Message solving
C) 24*7 support for Very High messages
D) Dedicated contact point for the partner

3. What types of remote connections to customer's systems are available? (Choose two)

A) Netviewer
B) R/3 Support
C) NetMeeting
D) Webex

4. What is the definition of Initial Reaction Time (IRT)?

A) The overall time taken to process the message.
B) The time elapsed between the following two statuses assigned to the messagE.- Sent to SAP Confirmed.
C) The amount of time that a customer message has been within the responsibility of SAP.
D) The contractually agreed time for the first qualified response to customer.

5. A customer may not understand a proposed solution and send the case back to you.
How can you avoid this situation?

A) Update the customer with the same solution you sent originally until the customer understands that solution.
B) Send customers short answers to avoid confusion.
C) Update the customer with detailed step by step solutions using clear but short sentences.
D) Send the customer multiple possible solutions even if you have not tested them.

Solutions: