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

1. You have found an SAP Note related to a customer's message and would like to send this to the customer.
What status should the message be changed to?

A) Sent to SAP
B) Proposed Solution
C) Sent to Support
D) In Process

2. When processing a message it is not always clear what should be documented.
What is a best practice when including information in the message?

A) Putting too much information in the internal memos makes the case confusing and harder for others to use the information.
B) Documenting information is not required because other colleagues will contact the customer when they take over the message.
C) Contact the customer each time you need detailed information about their installation.
D) Maintaining detailed internal memos saves time in the long run and contributes to knowledge transfer.

3. What is the Service Level Agreement (SLA) for Initial Response Time for high priority issues?

A) 2 hours
B) 8 hours
C) 1 hour
D) 4 hours

4. Which of the following deliverables is part of both Enterprise and Standard Support?

A) Access to SAP Notes database
B) 24*7 End-to-end Root Cause Analysis
C) 24*7 support advisory interaction
D) SLA based delivery

5. A message processor should put themselves in the customer's shoes when handling messages.
Which of these statements describe the attitude you should take when processing customer messages?

A) Any response given to the customer is valid as long as it is within the Initial Response Time (IRT).
B) Prove to the customer that they are wrong.
C) If you were the customer you would be happy with the answer provided.
D) Always use as many technical terms as possible with your customer to prove to them you know what you are talking about.

Solutions: