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

1. Which of the following terms would be considered hits, if you performed a Note Search on integral? (Choose two)

A) Integer
B) Integrity
C) Integral
D) Integration

2. What are the goals of the enablement program for SAP PartnerEdge partners? (Choose two)

A) To accelerate the ramp up of SAP PartnerEdge partners
B) To assist SAP PartnerEdge partners with non-technical requirements
C) To manage the readiness of SAP PartnerEdge partners to provide support
D) To ensure that SAP PartnerEdge program is a completely self-help environment

3. When processing a message it is not always clear what should be documented.
What is a best practice when including information in the message?

A) Documenting information is not required because other colleagues will contact the customer when they take over the message.
B) Putting too much information in the internal memos makes the case confusing and harder for others to use the information.
C) Contact the customer each time you need detailed information about their installation.
D) Maintaining detailed internal memos saves time in the long run and contributes to knowledge transfer.

4. Which of the following are features of the SAP Solution Manager? (Choose three)

A) Test Information
B) The entire documentation
C) Incident Management
D) Bid Management
E) Business Case Calculation

5. What does priority in incident management mean?

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

Solutions: