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

1. What are the characteristics of an appropriately raised customer message? (Choose two)

A) The reporter has selected the correct SAP support center.
B) The message refers to only one problem.
C) The problem description is a summary.
D) The master data (system, Support Package level, s-user, customer data, ...) is complete and correct.

2. What is a work center in the SAP Solution Manager? (Choose two)

A) A web-based access point to enhance support functions enablement
B) A tailored and role-based user environment
C) A user community
D) Software to monitor SAP systems

3. Which scenarios will be addressed by SAP Solution Manager in Life Cycle Management? (Choose two)

A) Hardware Management
B) Discovery of corrective software packages
C) Best practices for embedding third-party software
D) Automatic Deployment

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

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

5. 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) Up-to-date
B) Updating
C) Update
D) Upgrade

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