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

1. You have picked a message from the queue.
What are your next steps? (Choose two)

A) Get a thorough understanding of the issue from the information given in the message.
B) Ask the customer for their usernames and passwords.
C) Search for notes and confirmed messages.
D) Try to guess what the customer might want to have.

2. An incident has been forwarded to level 3 support.
What could be a valid reason to send it back to level 2?

A) A fix is required.
B) The message requires further qualification.
C) A note needs to be created based on the result of the investigation.
D) Trace files require further analysis.

3. The customer has an error that can be reproduced on their system.
How do you proceed to investigate this issue?

A) The customer is no longer entitled to support since they have caused a fault in the system.
B) The customer's system has the fault therefore you only need to use their system for further investigation and testing.
C) Ask the customer to use a different system since this installation is experiencing issues.
D) Ask the customer to document the workflow step by step so that you can attempt to reproduce the issue on your internal system.

4. 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.

5. What is the Service Level Agreement (SLA) for Initial Response Time for high priority issues?

A) 2 hours
B) 4 hours
C) 8 hours
D) 1 hour

Solutions: