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

1. What are the goals of the enablement program for SAP PartnerEdge partners? (Choose two)

A) To accelerate the ramp up of SAP PartnerEdge partners
B) To assist SAP PartnerEdge partners with non-technical requirements
C) To manage the readiness of SAP PartnerEdge partners to provide support
D) To ensure that SAP PartnerEdge program is a completely self-help environment

2. What is the Software Developer Network (SDN)?

A) The Software Developer Network (SDN) is a portal containing robust and complete collection of content and collaboration dedicated to SAP technology.
B) The Software Developer Network (SDN) is a portal containing information about code strategy for third party products.
C) The Software Developer Network (SDN) is a tool that is available only to the SAP developer team to brainstorm solutions for code level issues.
D) The Software Developer Network (SDN) is a portal containing robust and complete information about the underlying code of the SAP Product suite.

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

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

4. What is Product Support Hierarchy in SAP environment? (Choose two)

A) It is a view on the Application Component Hierarchy.
B) It is an instrument in organization and reporting within Product Support.
C) It is part of the Service Level Agreement.
D) It defines the maintenance pricing level.

5. A message processor should put themselves in the customer's shoes when handling messages.
Which of these statements describe the attitude you should take when processing customer messages?

A) Any response given to the customer is valid as long as it is within the Initial Response Time (IRT).
B) Always use as many technical terms as possible with your customer to prove to them you know what you are talking about.
C) Prove to the customer that they are wrong.
D) If you were the customer you would be happy with the answer provided.

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