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

1. What can be considered a corrective action for a critical issue?

A) A workaround has been provided to the customer.
B) The assessment of the situation has been completed.
C) The incident was acknowledged by its processor.
D) The customer was contacted within the Service Level Agreement (SLA).

2. What is the characteristic of a system when defined as a subset of the installation in SAP systems? (Choose two)

A) One system can be a child to multiple installations.
B) A system is identified using a system ID.
C) A system corresponds to either production, test OR development environment.
D) A system corresponds to production, test AND development environment.

3. How can you define the role of the Partner Services Advisor (PSA)? (Choose two)

A) Is available 24*7 by phone or email.
B) Develops a service plan.
C) Liaises with the end customer of the Partner to assist with the booking process.
D) Acts as a single point of contact for partner needs within the partner Edge framework.

4. A client has asked for additional functionality to be included in the product, but you know that this cannot be implemented.
What step would you take?

A) Tell the client that you have no input into product direction and cannot help him as it is out of your control.
B) Log the issue as a bug, so that you can be sure that it will be reviewed.
C) Try to offer a workaround and set the customer expectation.
D) Request a product enhancement, so that the message can be closed.

5. Some messages may require you to decline a customer's request.
In these situations, what type of response should you send to the customer?

A) Update the customer regularly to let them know you need more time to investigate the issue.
B) Avoid the message for as long as possible eventually the customer will not want you to take any action.
C) You cannot deny the customer's request as the customer is always right.
D) Update the customer with an honest and clear answer right away to avoid having the situation becoming more difficult.

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