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

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

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

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

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

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

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

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