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

1. What are benefits of using Root Cause Analysis of SAP Solution Manager? (Choose two)

A) Report development
B) Batch job planning
C) Performance measurement
D) Safe remote access

2. Some messages may require you to decline a customer's request.
In these situations, what type of response should you send to the customer?

A) You cannot deny the customer's request as the customer is always right.
B) Update the customer regularly to let them know you need more time to investigate the issue.
C) Avoid the message for as long as possible eventually the customer will not want you to take any action.
D) Update the customer with an honest and clear answer right away to avoid having the situation becoming more difficult.

3. What is Product Support Hierarchy in SAP environment? (Choose two)

A) It defines the maintenance pricing level.
B) It is an instrument in organization and reporting within Product Support.
C) It is part of the Service Level Agreement.
D) It is a view on the Application Component Hierarchy.

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

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

5. What is SAP Solution Manager Enterprise Edition? (Choose two)

A) An enablement program for SAP customers
B) A comprehensive view on a project/release plan with all quality gates and their associated activities
C) A platform for realizing the value of SAP Enterprise Support
D) An enablement program for SAP partners

Solutions: