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

1. The customer has an error that can be reproduced on their system.
How do you proceed to investigate this issue?

A) The customer's system has the fault therefore you only need to use their system for further investigation and testing.
B) The customer is no longer entitled to support since they have caused a fault in the system.
C) Ask the customer to use a different system since this installation is experiencing issues.
D) Ask the customer to document the workflow step by step so that you can attempt to reproduce the issue on your internal system.

2. Which of the following sentences describes the process flow as depicted in the attached picture?

A) User reports an incident to partner Solution Manger which search for a solution in SAP Service Marketplace.
B) Partner reports an incident to SAP support Solution Manager which search for a solution in public forums.
C) Partner reports an incident to partner Solution Manger which assigns a processor to find a solution.
D) User reports an incident to SAP support Solution Manger which assigns a processor to find a solution.

3. What is a level1 support task upon receiving a message?

A) Contact the customer to complete any information that may be missing.
B) Reproduce the issue described by the customer.
C) Enable and analyze the traces.
D) Provide a workaround.

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

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

5. In which of the following situations would it be advisable to email the client rather than use the phone?

A) If you need to communicate a precise list of sequential actions to be followed by the client.
B) If the client has multiple open issues.
C) If you do not fully understand the client issue.
D) If the case has not been updated for several days and you have no concrete next steps.

Solutions: