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| Section | Objectives |
|---|---|
| Escalation and Root Cause Analysis | - Escalation procedures and SLA handling - Root cause analysis techniques |
| SAP Business All-in-One Support Operations | - System monitoring and issue resolution - Support model and service processes |
| SAP Solution Manager (ITSM) | - Service desk configuration and usage - Incident and problem management in Solution Manager |
| Reporting and Continuous Improvement | - Incident reporting and analytics - Process optimization in support operations |
| Incident Management Processes | - Ticket handling and categorization - Incident lifecycle and workflow |
1. In the Service Desk, where can you search for SAP Notes?
A) Via transaction SAP_NOTE
B) Via transaction SNOTE_SEARCH
C) Via the Tab SAP Notes in the message
D) Via transaction SNOTE
2. Which one of the following transactions is the right one to analyze the contents of a database table?
A) SE24
B) SE16
C) SE11
D) SE30
3. Which information is displayed when you choose the menu path System - Status? (Choose two)
A) Transaction Code, for example, VA01
B) Customer Number
C) Database platform and release, for example, Oracle 8.0.5.1.1
D) Development Class (Package), for example, VA
4. You have picked a message from the queue. What will be your next steps? (Choose two)
A) Ask the customer for user and password.
B) Try to guess what the customer 'might' want to have.
C) Get a thorough understanding of the issue from the information given in the message.
D) Search for notes and confirmed messages.
5. Which of the following objects can be tested on their own without using the whole context of a program or transaction? (Choose two)
A) Screens
B) Forms
C) Function modules
D) Authorization object
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: A,C | Question # 4 Answer: C,D | Question # 5 Answer: A,C |
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