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

1. What is Product Support Hierarchy in SAP environment? (Choose two)

A) It is a view on the Application Component Hierarchy.
B) It is part of the Service Level Agreement.
C) It is an instrument in organization and reporting within Product Support.
D) It defines the maintenance pricing level.

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

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

3. What are benefits of using Root Cause Analysis of SAP Solution Manager? (Choose two)

A) Report development
B) Batch job planning
C) Performance measurement
D) Safe remote access

4. How do you check for new messages for a customer in SAP Solution Manager Service Desk?

A) This is not possible until the message is assigned.
B) Call transaction CRMD_ORDER.
C) Call the transaction SE80.
D) Only the support coordinator can check for new messages.

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

Solutions: