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SAP C-BOSUP-90 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: SAP BusinessObjects Support Fundamentals | - Incident handling processes and support workflow
|
| Topic 2: SAP BusinessObjects Architecture and Components | - System architecture overview
|
| Topic 3: System Monitoring and Maintenance | - Performance and availability monitoring
|
| Topic 4: Troubleshooting and Incident Resolution | - Common system and user issues
|
| Topic 5: User and Security Management | - Authentication and authorization concepts
|
SAP Certified Support Associate - Incident Management with SAP BusinessObjects Sample Questions:
What is a work center in the SAP Solution Manager? (Choose two)
- A. A web-based access point to enhance support functions enablement
- B. A tailored and role-based user environment
- C. A user community
- D. Software to monitor SAP systems
Correct Answer: A,B π³οΈ
In which of the following situations would it be advisable to email the client rather than use the phone?
- A. If you need to communicate a precise list of sequential actions to be followed by the client.
- B. If the client has multiple open issues.
- C. If the case has not been updated for several days and you have no concrete next steps.
- D. If you do not fully understand the client issue.
Correct Answer: A π³οΈ
What does Mission-Critical Support within SAP Enterprise Support include? (Choose two)
- A. Robust Service Level Agreements (SLA)
- B. SAP system backup
- C. 7 x 24 root cause analysis
- D. Ramp-up support
Correct Answer: A,C π³οΈ
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. Prove to the customer that they are wrong.
- B. If you were the customer you would be happy with the answer provided.
- C. Always use as many technical terms as possible with your customer to prove to them you know what you are talking about.
- D. Any response given to the customer is valid as long as it is within the Initial Response Time (IRT).
Correct Answer: B π³οΈ
When you have reached a limit in processing a message what would be helpful for you to move forward?
- A. Send the customer as much documentation as possible so they can find the solution themselves.
- B. Call the customer and tell them that you cannot progress their message.
- C. Take as much time as you need to think about the customer's issue on your own.
- D. Good working relationships with colleagues with whom you can share and discuss ideas.
Correct Answer: D π³οΈ
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