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SAP Certified Support Associate - Incident Management with SAP BusinessObjects Sample Questions:
1. What is a work center in the SAP Solution Manager? (Choose two)
A) A tailored and role-based user environment
B) A user community
C) A web-based access point to enhance support functions enablement
D) Software to monitor SAP systems
2. What does priority in incident management mean?
A) It is an attribute of the customer's system.
B) It is an attribute of the Service Desk.
C) It defines the importance of the customer for SAP.
D) It is an attribute that characterizes the urgency of an issue.
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) Maintaining detailed internal memos saves time in the long run and contributes to knowledge transfer.
B) Documenting information is not required because other colleagues will contact the customer when they take over the message.
C) Putting too much information in the internal memos makes the case confusing and harder for others to use the information.
D) Contact the customer each time you need detailed information about their installation.
4. Which of the following are functions of SAP Solution Manager? (Choose two)
A) Service Desk
B) Backup and Recovery
C) Service Marketplace
D) Solution Monitoring
5. You need to inform SAP that your SAP Solution Manager implementation is ready to go live for your customer.
How do you proceed?
A) Call your account manager to ask for help.
B) Call the Customer Interaction Center.
C) Send an email to SAP EMEA Support.
D) Create a message using the component SV-SMG-SUP within Service Desk.
Solutions:
| Question # 1 Answer: A,C | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: A,D | Question # 5 Answer: D |


