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

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

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

2. Some messages may require you to decline a customer's request.
In these situations, what type of response should you send to the customer?

A) You cannot deny the customer's request as the customer is always right.
B) Update the customer with an honest and clear answer right away to avoid having the situation becoming more difficult.
C) Avoid the message for as long as possible eventually the customer will not want you to take any action.
D) Update the customer regularly to let them know you need more time to investigate the issue.

3. Which of the following statements is a true representation of an installation?

A) Each customer has only one installation per legal entity.
B) An installation is related to the number of employees in that organization.
C) Each customer can have several installations associated to their identifier.
D) An installation can contain only one system linked to it.

4. What should be done if an SAP EarlyWatch Alert report has a red rating? (Choose two)

A) When notified, the partner support organization should contact the customer.
B) Support will come on site to apply the recommendation.
C) The customer should implement the recommendation within the report.
D) Nothing, the recommendation will be implemented automatically.

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

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

Solutions: