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Last Updated: Oct 04, 2026
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| 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: Incident Management Fundamentals | 20% | - SLA definitions and priority levels - ITIL & SAP support processes - Message lifecycle and status handling |
| Topic 3: Troubleshooting & Support Tools | 20% | - SAP Notes and knowledge base search - Remote support and diagnostics tools - Log files analysis and interpretation |
| Topic 4: SAP BusinessObjects Architecture & Components | 20% | - Central Management Server (CMS), Input/Output File Repository - Adaptive Processing Server, Web Application Container - BI Platform architecture |
| Topic 5: SAP Solution Manager Service Desk | 25% | - CRM_DNO_MONITOR and INCMAN transactions - Incident Management Work Center - Message escalation and forwarding |
Which of the following are features of the SAP Solution Manager? (Choose three)
Correct Answer: A,D,E 🗳️
Assume your SAP Note Search yielded a very large number of results.
How can you narrow down the search? (Choose two)
Correct Answer: A,C 🗳️
What should the partner do when receiving a new message from an end user?
Correct Answer: B 🗳️
What characterizes On the Job Enablement sessions?
Correct Answer: C 🗳️
What is the Software Developer Network (SDN)?
Correct Answer: B 🗳️
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