Exam Name: SAP Certified Support Associate - Incident Management with SAP BusinessObjects
Certification Provider: SAP
Corresponding Certification: SAP Application Associate
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SAP C_BOSUP_90 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Support Best Practices & Escalation | 15% | - Communication with customers and SAP support - Root cause analysis and resolution tracking - Reproducing and documenting issues |
| Topic 2: SAP BusinessObjects Architecture & Components | 20% | - Adaptive Processing Server, Web Application Container - Central Management Server (CMS), Input/Output File Repository - BI Platform architecture |
| Topic 3: Troubleshooting & Support Tools | 20% | - Remote support and diagnostics tools - Log files analysis and interpretation - SAP Notes and knowledge base search |
| Topic 4: Incident Management Fundamentals | 20% | - Message lifecycle and status handling - SLA definitions and priority levels - ITIL & SAP support processes |
| Topic 5: SAP Solution Manager Service Desk | 25% | - Message escalation and forwarding - CRM_DNO_MONITOR and INCMAN transactions - Incident Management Work Center |
SAP Certified Support Associate - Incident Management with SAP BusinessObjects Sample Questions:
What is the recommended way to progress a message that is difficult to clarify?
- A. Ask the client to provide screenshots and request information point by point.
- 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. Force the client to close the message and open a new one that is clearer.
Correct Answer: A π³οΈ
What are the goals of the enablement program for SAP PartnerEdge partners? (Choose two)
- A. To manage the readiness of SAP PartnerEdge partners to provide support
- B. To accelerate the ramp up of SAP PartnerEdge partners
- C. To ensure that SAP PartnerEdge program is a completely self-help environment
- D. To assist SAP PartnerEdge partners with non-technical requirements
Correct Answer: A,B π³οΈ
You receive a customer message where several issues are reported.
What will be your next step?
- A. Solve all issues in the message, because it is beneficial for customers to report several issues in one message.
- B. Ask your colleagues for processing this message.
- C. Ask the customer to create one message per issue.
- D. Start message processing without contacting the customer.
Correct Answer: C π³οΈ
What is the characteristic of a system when defined as a subset of the installation in SAP systems? (Choose two)
- A. A system corresponds to either production, test OR development environment.
- B. A system corresponds to production, test AND development environment.
- C. One system can be a child to multiple installations.
- D. A system is identified using a system ID.
Correct Answer: A,D π³οΈ
What should be done if an SAP EarlyWatch Alert report has a red rating? (Choose two)
- A. The customer should implement the recommendation within the report.
- B. When notified, the partner support organization should contact the customer.
- C. Nothing, the recommendation will be implemented automatically.
- D. Support will come on site to apply the recommendation.
Correct Answer: A,B π³οΈ
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