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

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

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

2. In which of the following situations would it be advisable to email the client rather than use the phone?

A) If you need to communicate a precise list of sequential actions to be followed by the client.
B) If the client has multiple open issues.
C) If the case has not been updated for several days and you have no concrete next steps.
D) If you do not fully understand the client issue.

3. 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) Develops a service plan.
C) Acts as a single point of contact for partner needs within the partner Edge framework.
D) Is available 24*7 by phone or email.

4. You are trying to process a customer message. However, the available information is insufficient for a complete understanding.
What will be your next step? (Choose two)

A) Contact the customer to define the missing information.
B) Send notes to customer based on your assumptions.
C) Get confirmation from the customer that your interpretation of the message is correct.
D) Try to guess what the customer might want to have.

5. Which application within Root Cause Analysis should be used to add a Technical System?

A) System Conflict Resolution
B) Agent Administration
C) System Maintenance
D) Diagnostic Setup

Solutions: