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

1. 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) Trace files require further analysis.
D) A note needs to be created based on the result of the investigation.

2. What is the recommended way to progress a message that is difficult to clarify?

A) Escalate the message immediately to a more senior support consultant.
B) Ask the client to provide screenshots and request information point by point.
C) Change the message status to Customer Action and tell the client that you cannot do much until more information is provided.
D) Force the client to close the message and open a new one that is clearer.

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

4. What is contained in an SAP EarlyWatch Alert report? (Choose two)

A) User's login and password
B) Additional recommendations from support consultants
C) Performance overview
D) System configuration

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

Solutions: