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SAP C_BOSUP_90 Exam Syllabus Topics:

SAP Certified Support Associate - Incident Management with SAP BusinessObjects Sample Questions:

Question 1

How do you check for new messages for a customer in SAP Solution Manager Service Desk?

A. Call transaction CRMD_ORDER.
B. Only the support coordinator can check for new messages.
C. This is not possible until the message is assigned.
D. Call the transaction SE80.

Question 2

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

Question 3

What should be done if an SAP EarlyWatch Alert report has a red rating? (Choose two)

A. Support will come on site to apply the recommendation.
B. When notified, the partner support organization should contact the customer.
C. The customer should implement the recommendation within the report.
D. Nothing, the recommendation will be implemented automatically.

Question 4

Which of the following incidents will lead to a message being qualified as Very High?

A. An important request for information related to a future release or patch
B. An issue leading to business critical work that cannot be performed
C. A product customization requested through support
D. A missing product functionality required by the customer

Question 5

A message processor should put themselves in the customer's shoes when handling messages.
Which of these statements describe the attitude you should take when processing customer messages?

A. Always use as many technical terms as possible with your customer to prove to them you know what you are talking about.
B. If you were the customer you would be happy with the answer provided.
C. Any response given to the customer is valid as long as it is within the Initial Response Time (IRT).
D. Prove to the customer that they are wrong.

Solutions: