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First-rate service

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

1. 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.

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

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

3. What should the partner do when receiving a new message from an end user?

A) Call SAP Support for suggestions.
B) Forward it to SAP and advise the end-user of the current situation.
C) Recommend to the end user to install the latest patch.
D) Undertake the support Level 1 and 2 tasks corresponding to primary support services.

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

5. Assume your SAP Note Search yielded a very large number of results.
How can you narrow down the search? (Choose two)

A) Use the customer Id.
B) Use the search filter.
C) Use wild cards.
D) Increase the numbers of search terms.

Solutions: