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

1. What does Mission-Critical Support within SAP Enterprise Support include? (Choose two)

A) 7 x 24 root cause analysis
B) SAP system backup
C) Ramp-up support
D) Robust Service Level Agreements (SLA)

2. What are the characteristics of an appropriately raised customer message? (Choose two)

A) The problem description is a summary.
B) The reporter has selected the correct SAP support center.
C) The master data (system, Support Package level, s-user, customer data, ...) is complete and correct.
D) The message refers to only one problem.

3. What is SAP PartnerEdge?

A) A platform to implement, support, operate and monitor your enterprise solutions.
B) A product oriented on business processes of small and midsize companies.
C) A tool integrated in SAP Solution Manager.
D) A program for SAP Channel partners focused on small and midsize companies.

4. What is a level1 support task upon receiving a message?

A) Enable and analyze the traces.
B) Provide a workaround.
C) Contact the customer to complete any information that may be missing.
D) Reproduce the issue described by the customer.

5. You have decided to forward a message to the next support level.
What should you include in the message? (Choose two)

A) SAP Notes that have not been tested yet.
B) All relevant information you have gathered.
C) The steps which you performed to reproduce the issue.
D) Username and password in your internal message notice.

Solutions: