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

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

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

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

3. How do you check for new messages for a customer in SAP Solution Manager Service Desk?

A) Call transaction CRMD_ORDER.
B) Call the transaction SE80.
C) This is not possible until the message is assigned.
D) Only the support coordinator can check for new messages.

4. If you want to add an SAP or non-SAP system to your landscape, which transaction do you need to run?

A) SMSY_SETUP
B) SMSY
C) MSY_SETUP
D) SOLMAN_WORKCENTER

5. What should the partner do when receiving a new message from an end user?

A) Call SAP Support for suggestions.
B) Forward it to SAP and advise the end-user of the current situation.
C) Recommend to the end user to install the latest patch.
D) Undertake the support Level 1 and 2 tasks corresponding to primary support services.

Solutions: