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SAP C_BOSUP_90 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Troubleshooting & Support Tools | 20% | - Remote support and diagnostics tools - Log files analysis and interpretation - SAP Notes and knowledge base search |
| Support Best Practices & Escalation | 15% | - Reproducing and documenting issues - Root cause analysis and resolution tracking - Communication with customers and SAP support |
| SAP Solution Manager Service Desk | 25% | - CRM_DNO_MONITOR and INCMAN transactions - Incident Management Work Center - Message escalation and forwarding |
| SAP BusinessObjects Architecture & Components | 20% | - Central Management Server (CMS), Input/Output File Repository - BI Platform architecture - Adaptive Processing Server, Web Application Container |
| Incident Management Fundamentals | 20% | - Message lifecycle and status handling - SLA definitions and priority levels - ITIL & SAP support processes |
SAP Certified Support Associate - Incident Management with SAP BusinessObjects Sample Questions:
An incident has been forwarded to level 3 support.
What could be a valid reason to send it back to level 2?
- A. A note needs to be created based on the result of the investigation.
- B. The message requires further qualification.
- C. A fix is required.
- D. Trace files require further analysis.
Correct Answer: B 🗳️
What types of remote connections to customer's systems are available? (Choose two)
- A. Webex
- B. NetMeeting
- C. Netviewer
- D. R/3 Support
Correct Answer: C,D 🗳️
What are the characteristics of an appropriately raised customer message? (Choose two)
- A. The problem description is a summary.
- B. The reporter has selected the correct SAP support center.
- C. The master data (system, Support Package level, s-user, customer data, ...) is complete and correct.
- D. The message refers to only one problem.
Correct Answer: C,D 🗳️
Some messages may require you to decline a customer's request.
In these situations, what type of response should you send to the customer?
- A. Update the customer regularly to let them know you need more time to investigate the issue.
- B. Avoid the message for as long as possible eventually the customer will not want you to take any action.
- C. Update the customer with an honest and clear answer right away to avoid having the situation becoming more difficult.
- D. You cannot deny the customer's request as the customer is always right.
Correct Answer: C 🗳️
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. Acts as a single point of contact for partner needs within the partner Edge framework.
- C. Develops a service plan.
- D. Is available 24*7 by phone or email.
Correct Answer: B,C 🗳️
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