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

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

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

2. What can be considered a corrective action for a critical issue?

A) The assessment of the situation has been completed.
B) The incident was acknowledged by its processor.
C) The customer was contacted within the Service Level Agreement (SLA).
D) A workaround has been provided to the customer.

3. You opened a message and want to request for an update.
How can you do that?

A) Via e-mail
B) Via SAP Service Marketplace
C) Via the report Synchronize Messages (RNOTIFUPDATE01)
D) Via the action Update Message with SAP

4. What is SAP Solution Manager Enterprise Edition? (Choose two)

A) An enablement program for SAP partners
B) A platform for realizing the value of SAP Enterprise Support
C) A comprehensive view on a project/release plan with all quality gates and their associated activities
D) An enablement program for SAP customers

5. You have picked a message from the queue.
What are your next steps? (Choose two)

A) Ask the customer for their usernames and passwords.
B) Try to guess what the customer might want to have.
C) Search for notes and confirmed messages.
D) Get a thorough understanding of the issue from the information given in the message.

Solutions: