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

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

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

2. Assume you perform an SAP Note Search on 'update' and the search pattern Linguistic Search.
Which of the following terms would be considered hits? (Choose two)

A) Updating
B) Upgrade
C) Update
D) Up-to-date

3. What are benefits of SAP Notes to the installed base? (Choose two)

A) One SAP Note can cover multiple technical issues.
B) SAP Notes inform customers about corporate strategy.
C) They allow customers to find solutions for their own product issues.
D) They allow support consultants to quickly provide solutions for problems which have already been solved before.

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

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

5. In which of the following situations would it be advisable to email the client rather than use the phone?

A) If the client has multiple open issues.
B) If you need to communicate a precise list of sequential actions to be followed by the client.
C) If you do not fully understand the client issue.
D) If the case has not been updated for several days and you have no concrete next steps.

Solutions: