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

1. How do you search for matching notes and messages for a given message? (Choose two)

A) Use technical terms (not long texts, but error messages).
B) Search on notes with customer installation number.
C) Search on notes with support packages/releases included.
D) Include customer specific descriptions in the search fields.

2. For which of the following is the SQL trace (ST05) limited?

A) The current user
B) The current work process
C) The system
D) The current instance

3. Assume you perform an SAP Note Search on 'update' and the search pattern 'Linguistic Search'. Which of the following terms would be considered hits? (Choose two)

A) Up-to-date
B) Update
C) Upgrade
D) Updating

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) Be insistent, but politE.'I would like to ask you for help to clarify the issue'.
B) Send notes to customer without being sure that they will help.
C) 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.
D) Try to guess what the customer 'might' want to have.

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

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

Solutions: