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

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

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

3. A customer may not understand a proposed solution and send the case back to you.
How can you avoid this situation?

A) Send the customer multiple possible solutions even if you have not tested them.
B) Send customers short answers to avoid confusion.
C) Update the customer with the same solution you sent originally until the customer understands that solution.
D) Update the customer with detailed step by step solutions using clear but short sentences.

4. When would the SAP Support Desk provide support directly to a client holding a maintenance agreement with the partner?

A) For any Very High message raised outside of the defined business hours.
B) If the partner support consultants are on holiday.
C) For any Very High message forwarded by the partner.
D) If the client has a support agreement with both the partner and SAP for the same installation.

5. Which of the following statements is a true representation of an installation?

A) Each customer can have several installations associated to their identifier.
B) An installation can contain only one system linked to it.
C) An installation is related to the number of employees in that organization.
D) Each customer has only one installation per legal entity.

Solutions: