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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) 1 hour
D) 8 hours

2. After partner processing, a message is forwarded to SAP.
Which task is expected to be completed by SAP support?

A) Complete the problem description.
B) Provides fixes in the form of patches.
C) Ensure the end user activities are documented step by step.
D) Assign the incident to a product component.

3. When processing a message it is not always clear what should be documented.
What is a best practice when including information in the message?

A) Contact the customer each time you need detailed information about their installation.
B) Documenting information is not required because other colleagues will contact the customer when they take over the message.
C) Maintaining detailed internal memos saves time in the long run and contributes to knowledge transfer.
D) Putting too much information in the internal memos makes the case confusing and harder for others to use the information.

4. The customer has an error that can be reproduced on their system.
How do you proceed to investigate this issue?

A) The customer's system has the fault therefore you only need to use their system for further investigation and testing.
B) The customer is no longer entitled to support since they have caused a fault in the system.
C) Ask the customer to document the workflow step by step so that you can attempt to reproduce the issue on your internal system.
D) Ask the customer to use a different system since this installation is experiencing issues.

5. A message has been sent to the end user with an assigned note.
What can the end user decide to do with this message after reading the reply? (Choose two)

A) Change the status of the message to Confirmed.
B) Change the status of the message to Send to SAP and send it directly to SAP Support.
C) Change the processor of the message and send it back to support with the status Sent to Support.
D) Send the message back to support after providing feedback.

Solutions: