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

1. How can you setup SAP EarlyWatch Alert?

A) Using SMSY transaction to activate a pre-defined SAP EarlyWatch Alert
B) Connecting to SAP Service Marketplace and setting up the parameters
C) Using SMSY transaction to create your logical components first, if this is not already done
D) Connecting to SAP Service Marketplace and defining your landscape

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

3. What is Product Support Hierarchy in SAP environment? (Choose two)

A) It defines the maintenance pricing level.
B) It is an instrument in organization and reporting within Product Support.
C) It is a view on the Application Component Hierarchy.
D) It is part of the Service Level Agreement.

4. What is SAP Solution Manager?

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

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

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

Solutions: