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

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

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

2. The customer has an error that can be reproduced on their system.
How do you proceed to investigate this issue?

A) Ask the customer to use a different system since this installation is experiencing issues.
B) The customer's system has the fault therefore you only need to use their system for further investigation and testing.
C) Ask the customer to document the workflow step by step so that you can attempt to reproduce the issue on your internal system.
D) The customer is no longer entitled to support since they have caused a fault in the system.

3. What is contractually defined in the Service Level Agreements (SLAs) of SAP Enterprise Support? (Choose two)

A) The products supported as defined in the SLA
B) The maximum time for providing corrective action for critical issues
C) The Initial Response Time (IRT)
D) The dedicated support consultant that has been assigned to the customer

4. What types of remote connections to customer's systems are available? (Choose two)

A) R/3 Support
B) NetMeeting
C) Netviewer
D) Webex

5. Assume your SAP Note Search yielded a very large number of results.
How can you narrow down the search? (Choose two)

A) Use the customer Id.
B) Use wild cards.
C) Use the search filter.
D) Increase the numbers of search terms.

Solutions: