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

1. A customer may not understand a proposed solution and send the case back to you.
How can you avoid this situation?

A) Send the customer multiple possible solutions even if you have not tested them.
B) Update the customer with the same solution you sent originally until the customer understands that solution.
C) Send customers short answers to avoid confusion.
D) Update the customer with detailed step by step solutions using clear but short sentences.

2. Where is collected data processed to generate a report when using SAP EarlyWatch Alert?

A) In SAP Solution Manager
B) In the Data Collectors on satellite systems
C) In SAP Support office by support consultants
D) In the SAP Service Marketplace

3. In the Service Desk, how can you search for SAP Notes?

A) Via transaction SAP_NOTE
B) Via the Tab SAP Notes in the message
C) Via transaction SNOTE
D) Via transaction SNOTE_SEARCH

4. How can you find the Root Cause Analysis within SAP Solution Manager?

A) Fill in the search box with keyword Root Cause Analysis.
B) Use the left side menu.
C) Open a new application with default settings.
D) Use the appropriate work center transaction code.

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

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

Solutions: