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

1. A message processor should put themselves in the customer's shoes when handling messages.
Which of these statements describe the attitude you should take when processing customer messages?

A) Always use as many technical terms as possible with your customer to prove to them you know what you are talking about.
B) Prove to the customer that they are wrong.
C) If you were the customer you would be happy with the answer provided.
D) Any response given to the customer is valid as long as it is within the Initial Response Time (IRT).

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

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

3. What is contractually defined in the Service Level Agreements (SLAs) of SAP Enterprise Support? (Choose two)

A) The maximum time for providing corrective action for critical issues
B) The dedicated support consultant that has been assigned to the customer
C) The products supported as defined in the SLA
D) The Initial Response Time (IRT)

4. Which Service Desk feature provides all the functions to analyze and monitor an entire SAP solution centrally?

A) Root Cause Analysis
B) SAP Notes
C) Solution Manager Diagnostics
D) Implementation Roadmap

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

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

Solutions: