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SAP C-BOSUP-90 Exam Syllabus Topics:

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

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

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

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

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

3. You have decided to forward a message to the next support level.
What should you include in the message? (Choose two)

A) SAP Notes that have not been tested yet.
B) Username and password in your internal message notice.
C) The steps which you performed to reproduce the issue.
D) All relevant information you have gathered.

4. Which Service Desk feature provides all the functions to analyze and monitor an entire SAP solution centrally?

A) SAP Notes
B) Root Cause Analysis
C) Implementation Roadmap
D) Solution Manager Diagnostics

5. What is a level1 support task upon receiving a message?

A) Provide a workaround.
B) Enable and analyze the traces.
C) Contact the customer to complete any information that may be missing.
D) Reproduce the issue described by the customer.

Solutions: