SAP Certified Support Associate - Incident Management with SAP BusinessObjects

Question 1

The customer has an error that can be reproduced on their system.
How do you proceed to investigate this issue?

A. Ask the customer to use a different system since this installation is experiencing issues.

B. The customer is no longer entitled to support since they have caused a fault in the system.

C. The customer's system has the fault therefore you only need to use their system for further investigation and testing.

D. Ask the customer to document the workflow step by step so that you can attempt to reproduce the issue on your internal system.

Correct Answer: D

Question 2

What type of reports can be produced with SAP EarlyWatch Alert?

A. Reports exclusively without graphics

B. Reports with animations

C. Reports with or without graphics

D. Reports exclusively with graphics

Correct Answer: C

Question 3

What are key success factors in message solving? (Choose two)

A. Focus on solving the customer's issue.

B. Put yourself in the customer's shoes.

C. At first, try to guess.

D. Work without additional help.

Correct Answer: A,B

Question 4

How can you define the role of the Partner Services Advisor (PSA)? (Choose two)

A. Acts as a single point of contact for partner needs within the partner Edge framework.

B. Develops a service plan.

C. Liaises with the end customer of the Partner to assist with the booking process.

D. Is available 24*7 by phone or email.

Correct Answer: A,B

Question 5

You have found an SAP Note related to a customer's message and would like to send this to the customer.
What status should the message be changed to?

A. Sent to SAP

B. Proposed Solution

C. In Process

D. Sent to Support

Correct Answer: B

Question 6

Which of the following are features of the SAP Solution Manager? (Choose three)

A. Test Information

B. The entire documentation

C. Bid Management

D. Incident Management

E. Business Case Calculation

Correct Answer: A,B,D

Question 7

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 missing product functionality required by the customer

D. A product customization requested through support

Correct Answer: B

Question 8

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. Get confirmation from the customer that your interpretation of the message is correct.

B. Contact the customer to define the missing information.

C. Send notes to customer based on your assumptions.

D. Try to guess what the customer might want to have.

Correct Answer: A,B

SAP Certified Support Associate - Incident Management with SAP BusinessObjects - C-BOSUP-90 Exam Practice Test

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