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

1. An incident has been forwarded to level 3 support.
What could be a valid reason to send it back to level 2?

A) A note needs to be created based on the result of the investigation.
B) Trace files require further analysis.
C) The message requires further qualification.
D) A fix is required.

2. 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.

3. What can be considered a corrective action for a critical issue?

A) The customer was contacted within the Service Level Agreement (SLA).
B) The incident was acknowledged by its processor.
C) A workaround has been provided to the customer.
D) The assessment of the situation has been completed.

4. What is the definition of Initial Reaction Time (IRT)?

A) The time elapsed between the following two statuses assigned to the messagE.- Sent to SAP Confirmed.
B) The contractually agreed time for the first qualified response to customer.
C) The overall time taken to process the message.
D) The amount of time that a customer message has been within the responsibility of SAP.

5. Which of the following are features of the SAP Solution Manager? (Choose three)

A) Bid Management
B) Incident Management
C) Business Case Calculation
D) The entire documentation
E) Test Information

Solutions: