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

1. When processing a message it is not always clear what should be documented.
What is a best practice when including information in the message?

A) Documenting information is not required because other colleagues will contact the customer when they take over the message.
B) Contact the customer each time you need detailed information about their installation.
C) Putting too much information in the internal memos makes the case confusing and harder for others to use the information.
D) Maintaining detailed internal memos saves time in the long run and contributes to knowledge transfer.

2. What can the processor use in the Service Desk for message processing? (Choose two)

A) Incident Management Work Center
B) Transaction INCMAN
C) Business Process Monitoring Work Center
D) CRM_DNO_MONITOR transaction within SAP GUI

3. What is a level1 support task upon receiving a message?

A) Provide a workaround.
B) Reproduce the issue described by the customer.
C) Enable and analyze the traces.
D) Contact the customer to complete any information that may be missing.

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

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

5. What are the characteristics of an appropriately raised customer message? (Choose two)

A) The reporter has selected the correct SAP support center.
B) The master data (system, Support Package level, s-user, customer data, ...) is complete and correct.
C) The problem description is a summary.
D) The message refers to only one problem.

Solutions: