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

1. What is the Service Level Agreement (SLA) for Initial Response Time for high priority issues?

A) 4 hours
B) 2 hours
C) 8 hours
D) 1 hour

2. An incident has been forwarded to level 3 support.
What could be a valid reason to send it back to level 2?

A) The message requires further qualification.
B) Trace files require further analysis.
C) A fix is required.
D) A note needs to be created based on the result of the investigation.

3. 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

4. Assume your SAP Note Search yielded a very large number of results.
How can you narrow down the search? (Choose two)

A) Use wild cards.
B) Increase the numbers of search terms.
C) Use the customer Id.
D) Use the search filter.

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

Solutions: