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

1. What is the definition of Initial Reaction Time (IRT)?

A) The amount of time that a customer message has been within the responsibility of SAP.
B) The overall time taken to process the message.
C) The contractually agreed time for the first qualified response to customer.
D) The time elapsed between the following two statuses assigned to the messagE.- Sent to SAP Confirmed.

2. You have found an SAP Note related to a customer's message and would like to send this to the customer.
What status should the message be changed to?

A) Sent to Support
B) Sent to SAP
C) Proposed Solution
D) In Process

3. You opened a message and want to request for an update.
How can you do that?

A) Via SAP Service Marketplace
B) Via the action Update Message with SAP
C) Via e-mail
D) Via the report Synchronize Messages (RNOTIFUPDATE01)

4. You are trying to process a customer message. However, the available information is insufficient for a complete understanding.
What will be your next step? (Choose two)

A) Contact the customer to define the missing information.
B) Get confirmation from the customer that your interpretation of the message is correct.
C) Send notes to customer based on your assumptions.
D) Try to guess what the customer might want to have.

5. If you want to add an SAP or non-SAP system to your landscape, which transaction do you need to run?

A) SMSY
B) SOLMAN_WORKCENTER
C) SMSY_SETUP
D) MSY_SETUP

Solutions: