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

1. As an SAP partner you have implemented SAP Solution Manager.
Which of the following statements reflects the requirements with regards to SAP Solution Manager installation on the customer site?

A) Customers need to install SAP Solution Manager and the partner needs to connect to it.
B) Customers do not require their own SAP Solution Manager installation.
C) Customers require their own installation of SAP Solution Manager.
D) Customers and partner need to have SAP Solution Manager clustered.

2. 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.

3. How do you check for new messages for a customer in SAP Solution Manager Service Desk?

A) Call transaction CRMD_ORDER.
B) This is not possible until the message is assigned.
C) Call the transaction SE80.
D) Only the support coordinator can check for new messages.

4. Which of the following statements is a true representation of an installation?

A) Each customer can have several installations associated to their identifier.
B) Each customer has only one installation per legal entity.
C) An installation is related to the number of employees in that organization.
D) An installation can contain only one system linked to it.

5. What is contractually defined in the Service Level Agreements (SLAs) of SAP Enterprise Support? (Choose two)

A) The dedicated support consultant that has been assigned to the customer
B) The maximum time for providing corrective action for critical issues
C) The products supported as defined in the SLA
D) The Initial Response Time (IRT)

Solutions: