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

1. What does priority in incident management mean?

A) It is an attribute of the Service Desk.
B) It is an attribute that characterizes the urgency of an issue.
C) It is an attribute of the customer's system.
D) It defines the importance of the customer for SAP.

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

3. Which application within Root Cause Analysis should be used to add a Technical System?

A) Diagnostic Setup
B) System Maintenance
C) System Conflict Resolution
D) Agent Administration

4. What are key success factors in message solving? (Choose two)

A) Work without additional help.
B) At first, try to guess.
C) Put yourself in the customer's shoes.
D) Focus on solving the customer's issue.

5. What do you configure to enable Root Cause Analysis for a customer?

A) A bridged central Solution Landscape Directory to SAP Solution Manager
B) All system landscape components
C) A single Diagnostic Agent
D) Technical System and Diagnostic Configuration for each component

Solutions: