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

1. You are trying to process a customer message. However, the available information is insufficient for a complete understanding.
What will be your next step? (Choose two)

A) Send notes to customer based on your assumptions.
B) Try to guess what the customer might want to have.
C) Get confirmation from the customer that your interpretation of the message is correct.
D) Contact the customer to define the missing information.

2. When you have reached a limit in processing a message what would be helpful for you to move forward?

A) Call the customer and tell them that you cannot progress their message.
B) Send the customer as much documentation as possible so they can find the solution themselves.
C) Take as much time as you need to think about the customer's issue on your own.
D) Good working relationships with colleagues with whom you can share and discuss ideas.

3. Which of the following are features of the SAP Solution Manager? (Choose three)

A) Incident Management
B) Test Information
C) The entire documentation
D) Bid Management
E) Business Case Calculation

4. A well structured support centre will comprise multiple roles and assist message solving.
Which of the following roles is the primary contact for the SAP Channel Development Manager within the Partner Support Organization?

A) Sales Executive
B) Incident Processor
C) Support Coordinator
D) Service Consultant

5. What is the recommended way to progress a message that is difficult to clarify?

A) Force the client to close the message and open a new one that is clearer.
B) Escalate the message immediately to a more senior support consultant.
C) Ask the client to provide screenshots and request information point by point.
D) Change the message status to Customer Action and tell the client that you cannot do much until more information is provided.

Solutions: