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

1. What is one of the roles of a Partner Services Advisor?

A) The dedicated point of escalation for level 3 support
B) Trainer for Support Enablement
C) Ramp-up assistant for the customer of the SAP PartnerEdge partner
D) The first point of contact for program and operational queries

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. A message processor should put themselves in the customer's shoes when handling messages.
Which of these statements describe the attitude you should take when processing customer messages?

A) Any response given to the customer is valid as long as it is within the Initial Response Time (IRT).
B) If you were the customer you would be happy with the answer provided.
C) Prove to the customer that they are wrong.
D) Always use as many technical terms as possible with your customer to prove to them you know what you are talking about.

4. Which component of SAP Solution Manager will help you to identify the latest software updates?

A) Maintenance Optimizer
B) Root Cause Analysis
C) Work Center
D) Implementation Content

5. Which of the following are functions of SAP Solution Manager? (Choose two)

A) Service Marketplace
B) Backup and Recovery
C) Solution Monitoring
D) Service Desk

Solutions: