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SAP Certified Associate - Support Consultant for Incident Management with SAP Business All-in-One Sample Questions:

1. What are the characteristics of a perfect customer message? (Choose two)

A) The problem description is a summary.
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 reporter has selected the correct SAP support center.

2. You have picked a message from the queue. What will be your next steps? (Choose two)

A) Try to guess what the customer 'might' want to have.
B) Get a thorough understanding of the issue from the information given in the message.
C) Search for notes and confirmed messages.
D) Ask the customer for user and password.

3. How can you get message updates from SAP? (Choose two)

A) The job RNOTIFUPDATE01 runs and updates all the messages that had been sent to SAP and have a status change
B) Via e-mail
C) The action 'Update Message with SAP' is called. In this case, just the message from which the action is called will be updated
D) Via SAP Service Marketplace

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) Send notes to customer without being sure that they will help.
B) Give yourself time to carefully read the problem description of the customer. Also, try to 'read between the lines' and get confirmation by customer that your interpretation is correct.
C) Try to guess what the customer 'might' want to have.
D) Be insistent, but politE.'I would like to ask you for help to clarify the issue'.

5. You only know the technical name of a customizing table. Which transaction could you use to find out where in Customizing you may maintain changes to the table? (Choose two)

A) SE11
B) SM30
C) SM31
D) SPRO

Solutions: