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

1. How do you check for new messages for a customer in SAP Solution Manager Service Desk?

A) Only the support coordinator can check for new messages.
B) Call the transaction SE80.
C) This is not possible until the message is assigned.
D) Call transaction CRMD_ORDER.

2. What is the characteristic of a system when defined as a subset of the installation in SAP systems? (Choose two)

A) A system corresponds to production, test AND development environment.
B) A system corresponds to either production, test OR development environment.
C) One system can be a child to multiple installations.
D) A system is identified using a system ID.

3. Which of the following terms would be considered hits, if you performed a Note Search on integral? (Choose two)

A) Integrity
B) Integral
C) Integer
D) Integration

4. A customer may not understand a proposed solution and send the case back to you.
How can you avoid this situation?

A) Send customers short answers to avoid confusion.
B) Send the customer multiple possible solutions even if you have not tested them.
C) Update the customer with detailed step by step solutions using clear but short sentences.
D) Update the customer with the same solution you sent originally until the customer understands that solution.

5. You receive a customer message where several issues are reported.
What will be your next step?

A) Ask your colleagues for processing this message.
B) Solve all issues in the message, because it is beneficial for customers to report several issues in one message.
C) Ask the customer to create one message per issue.
D) Start message processing without contacting the customer.

Solutions: