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

1. What is the definition of Initial Reaction Time (IRT)?

A) The contractually agreed time for the first qualified response to customer.
B) The overall time taken to process the message.
C) The amount of time that a customer message has been within the responsibility of SAP.
D) The time elapsed between the following two statuses assigned to the messagE.- Sent to SAP Confirmed.

2. You have decided to forward a message to the next support level.
What should you include in the message? (Choose two)

A) SAP Notes that have not been tested yet.
B) Username and password in your internal message notice.
C) All relevant information you have gathered.
D) The steps which you performed to reproduce the issue.

3. You are trying to process a customer message. However, the available information is insufficient for a complete understanding.
What will be your next step? (Choose two)

A) Try to guess what the customer might want to have.
B) Send notes to customer based on your assumptions.
C) Get confirmation from the customer that your interpretation of the message is correct.
D) Contact the customer to define the missing information.

4. What does Mission-Critical Support within SAP Enterprise Support include? (Choose two)

A) Ramp-up support
B) 7 x 24 root cause analysis
C) SAP system backup
D) Robust Service Level Agreements (SLA)

5. If you want to add an SAP or non-SAP system to your landscape, which transaction do you need to run?

A) SOLMAN_WORKCENTER
B) MSY_SETUP
C) SMSY
D) SMSY_SETUP

Solutions: