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

1. You have picked a message from the queue.
What are your next steps? (Choose two)

A) Ask the customer for their usernames and passwords.
B) Search for notes and confirmed messages.
C) Get a thorough understanding of the issue from the information given in the message.
D) Try to guess what the customer might want to have.

2. A message has been sent to the end user with an assigned note.
What can the end user decide to do with this message after reading the reply? (Choose two)

A) Change the status of the message to Send to SAP and send it directly to SAP Support.
B) Change the status of the message to Confirmed.
C) Send the message back to support after providing feedback.
D) Change the processor of the message and send it back to support with the status Sent to Support.

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

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

4. What is a level1 support task upon receiving a message?

A) Reproduce the issue described by the customer.
B) Contact the customer to complete any information that may be missing.
C) Provide a workaround.
D) Enable and analyze the traces.

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

Solutions: