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

1. What does priority in incident management mean?

A) It defines the importance of the customer for SAP.
B) It is an attribute of the Service Desk.
C) It is an attribute that characterizes the urgency of an issue.
D) It is an attribute of the customer's system.

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

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

3. What is contractually defined in the Service Level Agreements (SLAs) of SAP Enterprise Support? (Choose two)

A) The products supported as defined in the SLA
B) The dedicated support consultant that has been assigned to the customer
C) The Initial Response Time (IRT)
D) The maximum time for providing corrective action for critical issues

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

5. How can you define the role of the Partner Services Advisor (PSA)? (Choose two)

A) Is available 24*7 by phone or email.
B) Develops a service plan.
C) Liaises with the end customer of the Partner to assist with the booking process.
D) Acts as a single point of contact for partner needs within the partner Edge framework.

Solutions: