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

1. What is the recommended way to progress a message that is difficult to clarify?

A) Ask the client to provide screenshots and request information point by point.
B) Change the message status to Customer Action and tell the client that you cannot do much until more information is provided.
C) Escalate the message immediately to a more senior support consultant.
D) Force the client to close the message and open a new one that is clearer.

2. 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) Trace files require further analysis.
C) The message requires further qualification.
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) SAP Notes
B) Solution Manager Diagnostics
C) Root Cause Analysis
D) Implementation Roadmap

4. How can you define the role of the Partner Services Advisor (PSA)? (Choose two)

A) Liaises with the end customer of the Partner to assist with the booking process.
B) Acts as a single point of contact for partner needs within the partner Edge framework.
C) Develops a service plan.
D) Is available 24*7 by phone or email.

5. What is recommended communication behavior if a message has a long life cycle?

A) I am the only person with this skill so it cannot be escalated.
B) I need to work with my manager to get a plan around how to get a solution.
C) Sorry for the time taken but I was working on a more important customer's issue.
D) I am going to be on holiday for two weeks please wait until I get back.

Solutions: