Pre-trying experience before purchasing

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

1. You receive a customer message where several issues are reported.
What will be your next step?

A) Start message processing without contacting the customer.
B) Ask your colleagues for processing this message.
C) Ask the customer to create one message per issue.
D) Solve all issues in the message, because it is beneficial for customers to report several issues in one message.

2. What is the recommended way to progress a message that is difficult to clarify?

A) Force the client to close the message and open a new one that is clearer.
B) Change the message status to Customer Action and tell the client that you cannot do much until more information is provided.
C) Escalate the message immediately to a more senior support consultant.
D) Ask the client to provide screenshots and request information point by point.

3. What are key components of SAP Enterprise Support offering? (Choose two)

A) Mission Critical Support
B) Extended Product Support
C) Implementation Roadmap
D) Global Support Backbone

4. Where is collected data processed to generate a report when using SAP EarlyWatch Alert?

A) In SAP Solution Manager
B) In the SAP Service Marketplace
C) In SAP Support office by support consultants
D) In the Data Collectors on satellite systems

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

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

Solutions: