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

1. What is SAP Solution Manager?

A) It is an application that is part of the SAP Supply Chain Management application.
B) It is a relational database system that can be used as an alternative to databases from other vendors.
C) It supports the implementation throughout the entire life-cycle from the business blueprint to the configuration to production processing.
D) It is a robust and lean standard-based platform that enables you to develop Java and composite applications from scratch.

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

3. What is a work center in the SAP Solution Manager? (Choose two)

A) A user community
B) Software to monitor SAP systems
C) A web-based access point to enhance support functions enablement
D) A tailored and role-based user environment

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

5. What is the Service Level Agreement (SLA) for Initial Response Time for high priority issues?

A) 8 hours
B) 4 hours
C) 2 hours
D) 1 hour

Solutions: