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SAP Certified Support Associate - Incident Management with SAP BusinessObjects Sample Questions:
1. You opened a message and want to request for an update.
How can you do that?
A) Via SAP Service Marketplace
B) Via the action Update Message with SAP
C) Via e-mail
D) Via the report Synchronize Messages (RNOTIFUPDATE01)
2. You have decided to forward a message to the next support level.
What should you include in the message? (Choose two)
A) The steps which you performed to reproduce the issue.
B) SAP Notes that have not been tested yet.
C) Username and password in your internal message notice.
D) All relevant information you have gathered.
3. You receive a customer message where several issues are reported.
What will be your next step?
A) Start message processing without contacting the customer.
B) Ask your colleagues for processing this message.
C) Ask the customer to create one message per issue.
D) Solve all issues in the message, because it is beneficial for customers to report several issues in one message.
4. When you have reached a limit in processing a message what would be helpful for you to move forward?
A) Send the customer as much documentation as possible so they can find the solution themselves.
B) Good working relationships with colleagues with whom you can share and discuss ideas.
C) Take as much time as you need to think about the customer's issue on your own.
D) Call the customer and tell them that you cannot progress their message.
5. When would the SAP Support Desk provide support directly to a client holding a maintenance agreement with the partner?
A) If the partner support consultants are on holiday.
B) If the client has a support agreement with both the partner and SAP for the same installation.
C) For any Very High message forwarded by the partner.
D) For any Very High message raised outside of the defined business hours.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A,D | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: D |







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