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

1. Assume you perform an SAP Note Search on 'update' and the search pattern Linguistic Search.
Which of the following terms would be considered hits? (Choose two)

A) Update
B) Up-to-date
C) Upgrade
D) Updating

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

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

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

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

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

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

5. What are benefits of SAP Notes to the installed base? (Choose two)

A) SAP Notes inform customers about corporate strategy.
B) They allow support consultants to quickly provide solutions for problems which have already been solved before.
C) They allow customers to find solutions for their own product issues.
D) One SAP Note can cover multiple technical issues.

Solutions: