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SAP Certified Support Associate - Incident Management with SAP BusinessObjects Sample Questions:
1. What should the partner do when receiving a new message from an end user?
A) Call SAP Support for suggestions.
B) Recommend to the end user to install the latest patch.
C) Forward it to SAP and advise the end-user of the current situation.
D) Undertake the support Level 1 and 2 tasks corresponding to primary support services.
2. What type of reports can be produced with SAP EarlyWatch Alert?
A) Reports exclusively without graphics
B) Reports with animations
C) Reports with or without graphics
D) Reports exclusively with graphics
3. A customer may not understand a proposed solution and send the case back to you.
How can you avoid this situation?
A) Update the customer with the same solution you sent originally until the customer understands that solution.
B) Send customers short answers to avoid confusion.
C) Update the customer with detailed step by step solutions using clear but short sentences.
D) Send the customer multiple possible solutions even if you have not tested them.
4. A message has been sent to the end user with an assigned note.
What can the end user decide to do with this message after reading the reply? (Choose two)
A) Change the processor of the message and send it back to support with the status Sent to Support.
B) Change the status of the message to Confirmed.
C) Send the message back to support after providing feedback.
D) Change the status of the message to Send to SAP and send it directly to SAP Support.
5. What is the characteristic of a system when defined as a subset of the installation in SAP systems? (Choose two)
A) A system is identified using a system ID.
B) A system corresponds to either production, test OR development environment.
C) One system can be a child to multiple installations.
D) A system corresponds to production, test AND development environment.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: B,C | Question # 5 Answer: A,B |
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