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

1. What is contained in an SAP EarlyWatch Alert report? (Choose two)

A) Additional recommendations from support consultants
B) Performance overview
C) System configuration
D) User's login and password

2. What are key components of SAP Enterprise Support offering? (Choose two)

A) Mission Critical Support
B) Extended Product Support
C) Implementation Roadmap
D) Global Support Backbone

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

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

4. What does Mission-Critical Support within SAP Enterprise Support include? (Choose two)

A) Robust Service Level Agreements (SLA)
B) Ramp-up support
C) 7 x 24 root cause analysis
D) SAP system backup

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

Solutions: