SAP SAP Application Associate C_BOSUP_90

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

1. A well structured support centre will comprise multiple roles and assist message solving.
Which of the following roles is the primary contact for the SAP Channel Development Manager within the Partner Support Organization?

A) Sales Executive
B) Incident Processor
C) Service Consultant
D) Support Coordinator

2. What is contractually defined in the Service Level Agreements (SLAs) of SAP Enterprise Support? (Choose two)

A) The dedicated support consultant that has been assigned to the customer
B) The maximum time for providing corrective action for critical issues
C) The Initial Response Time (IRT)
D) The products supported as defined in the SLA

3. What are the characteristics of an appropriately raised customer message? (Choose two)

A) The message refers to only one problem.
B) The problem description is a summary.
C) The master data (system, Support Package level, s-user, customer data, ...) is complete and correct.
D) The reporter has selected the correct SAP support center.

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

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

5. As you gain experience in solving messages you will also increase the amount of knowledge around the product.
How can you reference these solutions in the future?

A) Contact the customer to find out what the solution was for their solved message.
B) Each customer and message is unique so previous solutions are not useful.
C) Document solutions and share this information with your colleagues.
D) Keep the solutions only in the previously solved messages.

Solutions: