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Exam Code: C_BOSUP_90
Exam Name: SAP Certified Support Associate - Incident Management with SAP BusinessObjects
Certification Provider: SAP
Corresponding Certification: SAP Application Associate
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: Troubleshooting & Support Tools | 20% | - Log files analysis and interpretation - SAP Notes and knowledge base search - Remote support and diagnostics tools |
| Topic 2: Support Best Practices & Escalation | 15% | - Reproducing and documenting issues - Root cause analysis and resolution tracking - Communication with customers and SAP support |
| Topic 3: Incident Management Fundamentals | 20% | - Message lifecycle and status handling - ITIL & SAP support processes - SLA definitions and priority levels |
| Topic 4: SAP Solution Manager Service Desk | 25% | - Message escalation and forwarding - Incident Management Work Center - CRM_DNO_MONITOR and INCMAN transactions |
| Topic 5: SAP BusinessObjects Architecture & Components | 20% | - BI Platform architecture - Adaptive Processing Server, Web Application Container - Central Management Server (CMS), Input/Output File Repository |
SAP Certified Support Associate - Incident Management with SAP BusinessObjects Sample Questions:
A customer may not understand a proposed solution and send the case back to you.
How can you avoid this situation?
- A. Send the customer multiple possible solutions even if you have not tested them.
- B. Update the customer with the same solution you sent originally until the customer understands that solution.
- C. Send customers short answers to avoid confusion.
- D. Update the customer with detailed step by step solutions using clear but short sentences.
Correct Answer: D 🗳️
What is contained in an SAP EarlyWatch Alert report? (Choose two)
- A. Additional recommendations from support consultants
- B. Performance overview
- C. System configuration
- D. User's login and password
Correct Answer: B,C 🗳️
How can you find the Root Cause Analysis within SAP Solution Manager?
- A. Use the appropriate work center transaction code.
- B. Open a new application with default settings.
- C. Fill in the search box with keyword Root Cause Analysis.
- D. Use the left side menu.
Correct Answer: A 🗳️
How can you define the role of the Partner Services Advisor (PSA)? (Choose two)
- A. Liaises with the end customer of the Partner to assist with the booking process.
- B. Is available 24*7 by phone or email.
- C. Acts as a single point of contact for partner needs within the partner Edge framework.
- D. Develops a service plan.
Correct Answer: C,D 🗳️
What should be done if an SAP EarlyWatch Alert report has a red rating? (Choose two)
- A. When notified, the partner support organization should contact the customer.
- B. The customer should implement the recommendation within the report.
- C. Nothing, the recommendation will be implemented automatically.
- D. Support will come on site to apply the recommendation.
Correct Answer: A,B 🗳️
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