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SAP C_BOSUP_90 Exam Syllabus Topics:

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

1. A customer may not understand a proposed solution and send the case back to you.
How can you avoid this situation?

A) Send customers short answers to avoid confusion.
B) Update the customer with detailed step by step solutions using clear but short sentences.
C) Send the customer multiple possible solutions even if you have not tested them.
D) Update the customer with the same solution you sent originally until the customer understands that solution.

2. What can the processor use in the Service Desk for message processing? (Choose two)

A) Business Process Monitoring Work Center
B) Incident Management Work Center
C) Transaction INCMAN
D) CRM_DNO_MONITOR transaction within SAP GUI

3. What is a work center in the SAP Solution Manager? (Choose two)

A) A tailored and role-based user environment
B) Software to monitor SAP systems
C) A web-based access point to enhance support functions enablement
D) A user community

4. What can be considered a corrective action for a critical issue?

A) The incident was acknowledged by its processor.
B) A workaround has been provided to the customer.
C) The assessment of the situation has been completed.
D) The customer was contacted within the Service Level Agreement (SLA).

5. You receive a customer message where several issues are reported.
What will be your next step?

A) Ask your colleagues for processing this message.
B) Start message processing without contacting the customer.
C) Solve all issues in the message, because it is beneficial for customers to report several issues in one message.
D) Ask the customer to create one message per issue.

Solutions: