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SAP C_BOSUP_90 Exam Syllabus Topics:

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

1. When you have reached a limit in processing a message what would be helpful for you to move forward?

A) Take as much time as you need to think about the customer's issue on your own.
B) Call the customer and tell them that you cannot progress their message.
C) Send the customer as much documentation as possible so they can find the solution themselves.
D) Good working relationships with colleagues with whom you can share and discuss ideas.

2. What should the partner do when receiving a new message from an end user?

A) Forward it to SAP and advise the end-user of the current situation.
B) Call SAP Support for suggestions.
C) Undertake the support Level 1 and 2 tasks corresponding to primary support services.
D) Recommend to the end user to install the latest patch.

3. What is the recommended way to progress a message that is difficult to clarify?

A) Escalate the message immediately to a more senior support consultant.
B) Force the client to close the message and open a new one that is clearer.
C) Change the message status to Customer Action and tell the client that you cannot do much until more information is provided.
D) Ask the client to provide screenshots and request information point by point.

4. What does priority in incident management mean?

A) It defines the importance of the customer for SAP.
B) It is an attribute of the customer's system.
C) It is an attribute that characterizes the urgency of an issue.
D) It is an attribute of the Service Desk.

5. You have picked a message from the queue.
What are your next steps? (Choose two)

A) Get a thorough understanding of the issue from the information given in the message.
B) Ask the customer for their usernames and passwords.
C) Try to guess what the customer might want to have.
D) Search for notes and confirmed messages.

Solutions: