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

1. What can the processor use in the Service Desk for message processing? (Choose two)

A) CRM_DNO_MONITOR transaction within SAP GUI
B) Incident Management Work Center
C) Business Process Monitoring Work Center
D) Transaction INCMAN

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

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

3. You opened a message and want to request for an update.
How can you do that?

A) Via the report Synchronize Messages (RNOTIFUPDATE01)
B) Via e-mail
C) Via SAP Service Marketplace
D) Via the action Update Message with SAP

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

5. What is one of the roles of a Partner Services Advisor?

A) The dedicated point of escalation for level 3 support
B) Ramp-up assistant for the customer of the SAP PartnerEdge partner
C) The first point of contact for program and operational queries
D) Trainer for Support Enablement

Solutions: