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

1. What is recommended communication behavior if a message has a long life cycle?

A) I am the only person with this skill so it cannot be escalated.
B) Sorry for the time taken but I was working on a more important customer's issue.
C) I am going to be on holiday for two weeks please wait until I get back.
D) I need to work with my manager to get a plan around how to get a solution.

2. You opened a message and want to request for an update.
How can you do that?

A) Via SAP Service Marketplace
B) Via the action Update Message with SAP
C) Via e-mail
D) Via the report Synchronize Messages (RNOTIFUPDATE01)

3. What do you configure to enable Root Cause Analysis for a customer?

A) All system landscape components
B) Technical System and Diagnostic Configuration for each component
C) A single Diagnostic Agent
D) A bridged central Solution Landscape Directory to SAP Solution Manager

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

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

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

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

Solutions: