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

1. An incident has been forwarded to level 3 support.
What could be a valid reason to send it back to level 2?

A) A note needs to be created based on the result of the investigation.
B) The message requires further qualification.
C) A fix is required.
D) Trace files require further analysis.

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

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

3. What are the characteristics of an appropriately raised customer message? (Choose two)

A) The problem description is a summary.
B) The reporter has selected the correct SAP support center.
C) The master data (system, Support Package level, s-user, customer data, ...) is complete and correct.
D) The message refers to only one problem.

4. Some messages may require you to decline a customer's request.
In these situations, what type of response should you send to the customer?

A) Update the customer regularly to let them know you need more time to investigate the issue.
B) Avoid the message for as long as possible eventually the customer will not want you to take any action.
C) Update the customer with an honest and clear answer right away to avoid having the situation becoming more difficult.
D) You cannot deny the customer's request as the customer is always right.

5. How can you define the role of the Partner Services Advisor (PSA)? (Choose two)

A) Liaises with the end customer of the Partner to assist with the booking process.
B) Acts as a single point of contact for partner needs within the partner Edge framework.
C) Develops a service plan.
D) Is available 24*7 by phone or email.

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