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

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

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

2. What does priority in incident management mean?

A) It defines the importance of the customer for SAP.
B) It is an attribute that characterizes the urgency of an issue.
C) It is an attribute of the Service Desk.
D) It is an attribute of the customer's system.

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

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

4. After partner processing, a message is forwarded to SAP.
Which task is expected to be completed by SAP support?

A) Ensure the end user activities are documented step by step.
B) Complete the problem description.
C) Assign the incident to a product component.
D) Provides fixes in the form of patches.

5. What can the processor use in the Service Desk for message processing? (Choose two)

A) Business Process Monitoring Work Center
B) Transaction INCMAN
C) CRM_DNO_MONITOR transaction within SAP GUI
D) Incident Management Work Center

Solutions: