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

1. A client has asked for additional functionality to be included in the product, but you know that this cannot be implemented.
What step would you take?

A) Request a product enhancement, so that the message can be closed.
B) Try to offer a workaround and set the customer expectation.
C) Log the issue as a bug, so that you can be sure that it will be reviewed.
D) Tell the client that you have no input into product direction and cannot help him as it is out of your control.

2. What is SAP EarlyWatch Check?

A) It is a document that customers follow to check their platform.
B) It is a fully automatically generated report.
C) It is a service delivered onsite.
D) It is a service delivered remotely.

3. You opened a message and want to request for an update.
How can you do that?

A) Via e-mail
B) Via SAP Service Marketplace
C) Via the action Update Message with SAP
D) Via the report Synchronize Messages (RNOTIFUPDATE01)

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

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

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

Solutions: