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

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

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

2. A message has been sent to the end user with an assigned note.
What can the end user decide to do with this message after reading the reply? (Choose two)

A) Send the message back to support after providing feedback.
B) Change the processor of the message and send it back to support with the status Sent to Support.
C) Change the status of the message to Send to SAP and send it directly to SAP Support.
D) Change the status of the message to Confirmed.

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

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

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

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

5. You have found an SAP Note related to a customer's message and would like to send this to the customer.
What status should the message be changed to?

A) Sent to SAP
B) Proposed Solution
C) Sent to Support
D) In Process

Solutions: