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QUESTION 57
How can you setup SAP EarlyWatch Alert?

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

Answer: B

QUESTION 58
What is the recommended way to progress a message that is difficult to clarify?

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

Answer: B

QUESTION 59
What does priority in incident management mean?

A.    It is an attribute of the customer’s system.
B.    It is an attribute that characterizes the urgency of an issue.
C.    It is an attribute of the Service Desk.
D.    It defines the importance of the customer for SAP.

Answer: B

QUESTION 60
What characterizes On the Job Enablement sessions?

A.    They are workshops coordinated by the Partner Services Adviser (PSA).
B.    They are open workshops.
C.    They are not available to Channel partners.
D.    They are chargeable add-ons.

Answer: A

QUESTION 61
The customer has an error that can be reproduced on their system. How do you proceed to investigate this issue?

A.    The customer is no longer entitled to support since they have caused a fault in the system.
B.    Ask the customer to use a different system since this installation is experiencing issues.
C.    Ask the customer to document the workflow step by step so that you can attempt to reproduce the
issue on your internal system.
D.    The customer’s system has the fault therefore you only need to use their system for further investigation
and testing.

Answer: C

QUESTION 62
What can the processor use in the Service Desk for message processing? (Choose two)

A.    CRM_DNO_MONITOR transaction within SAP GUI
B.    Transaction INCMAN
C.    Business Process Monitoring Work Center
D.    Incident Management Work Center

Answer: AD

QUESTION 63
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.    Try to guess what the customer might want to have.
B.    Contact the customer to define the missing information.
C.    Send notes to customer based on your assumptions.
D.    Get confirmation from the customer that your interpretation of the message is correct.

Answer: BD

QUESTION 64
As an SAP partner you have implemented SAP Solution Manager. Which of the following statements reflects the requirements with regards to SAP Solution Manager installation on the customer site?

A.    Customers do not require their own SAP Solution Manager installation.
B.    Customers require their own installation of SAP Solution Manager.
C.    Customers and partner need to have SAP Solution Manager clustered.
D.    Customers need to install SAP Solution Manager and the partner needs to connect to it.

Answer: A

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