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

1. In the Service Desk, how can you search for SAP Notes?

A) Via transaction SNOTE_SEARCH
B) Via transaction SAP_NOTE
C) Via transaction SNOTE
D) Via the Tab SAP Notes in the message

2. 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) Is available 24*7 by phone or email.
C) Acts as a single point of contact for partner needs within the partner Edge framework.
D) Develops a service plan.

3. When a message is directed to SAP via SAP Solution Manager, which status does the message have in the Service Desk?

A) Confirmed
B) Incident forwarded
C) Sent to SAP
D) Information to SAP

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

5. When you have reached a limit in processing a message what would be helpful for you to move forward?

A) Take as much time as you need to think about the customer's issue on your own.
B) Send the customer as much documentation as possible so they can find the solution themselves.
C) Call the customer and tell them that you cannot progress their message.
D) Good working relationships with colleagues with whom you can share and discuss ideas.

Solutions: