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SAP C_BOSUP_90 Exam Syllabus Topics:

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

1. Which of the following statements is a true representation of an installation?

A) Each customer can have several installations associated to their identifier.
B) An installation is related to the number of employees in that organization.
C) Each customer has only one installation per legal entity.
D) An installation can contain only one system linked to it.

2. You opened a message and want to request for an update.
How can you do that?

A) Via e-mail
B) Via SAP Service Marketplace
C) Via the action Update Message with SAP
D) Via the report Synchronize Messages (RNOTIFUPDATE01)

3. When processing a message it is not always clear what should be documented.
What is a best practice when including information in the message?

A) Documenting information is not required because other colleagues will contact the customer when they take over the message.
B) Maintaining detailed internal memos saves time in the long run and contributes to knowledge transfer.
C) Contact the customer each time you need detailed information about their installation.
D) Putting too much information in the internal memos makes the case confusing and harder for others to use the information.

4. How can you define the role of the Partner Services Advisor (PSA)? (Choose two)

A) Is available 24*7 by phone or email.
B) Acts as a single point of contact for partner needs within the partner Edge framework.
C) Develops a service plan.
D) Liaises with the end customer of the Partner to assist with the booking process.

5. A message processor should put themselves in the customer's shoes when handling messages.
Which of these statements describe the attitude you should take when processing customer messages?

A) If you were the customer you would be happy with the answer provided.
B) Prove to the customer that they are wrong.
C) Always use as many technical terms as possible with your customer to prove to them you know what you are talking about.
D) Any response given to the customer is valid as long as it is within the Initial Response Time (IRT).

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