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SAP C_BOSUP_90 Exam Syllabus Topics:

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

1. In which of the following situations would it be advisable to email the client rather than use the phone?

A) If the client has multiple open issues.
B) If you need to communicate a precise list of sequential actions to be followed by the client.
C) If you do not fully understand the client issue.
D) If the case has not been updated for several days and you have no concrete next steps.

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

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

3. What do you configure to enable Root Cause Analysis for a customer?

A) A bridged central Solution Landscape Directory to SAP Solution Manager
B) Technical System and Diagnostic Configuration for each component
C) All system landscape components
D) A single Diagnostic Agent

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

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

5. The customer has an error that can be reproduced on their system.
How do you proceed to investigate this issue?

A) Ask the customer to use a different system since this installation is experiencing issues.
B) Ask the customer to document the workflow step by step so that you can attempt to reproduce the issue on your internal system.
C) The customer's system has the fault therefore you only need to use their system for further investigation and testing.
D) The customer is no longer entitled to support since they have caused a fault in the system.

Solutions: