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

1. How do you check for new messages for a customer in SAP Solution Manager Service Desk?

A) Call the transaction SE80.
B) Call transaction CRMD_ORDER.
C) Only the support coordinator can check for new messages.
D) This is not possible until the message is assigned.

2. 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) Maintaining detailed internal memos saves time in the long run and contributes to knowledge transfer.
C) Contact the customer each time you need detailed information about their installation.
D) Putting too much information in the internal memos makes the case confusing and harder for others to use the information.

3. Which of the following statements is a true representation of an installation?

A) An installation is related to the number of employees in that organization.
B) Each customer can have several installations associated to their identifier.
C) Each customer has only one installation per legal entity.
D) An installation can contain only one system linked to it.

4. What can the processor use in the Service Desk for message processing? (Choose two)

A) Business Process Monitoring Work Center
B) Transaction INCMAN
C) CRM_DNO_MONITOR transaction within SAP GUI
D) Incident Management Work Center

5. What are the characteristics of an appropriately raised customer message? (Choose two)

A) The problem description is a summary.
B) The message refers to only one problem.
C) The master data (system, Support Package level, s-user, customer data, ...) is complete and correct.
D) The reporter has selected the correct SAP support center.

Solutions: