SAP C-BOSUP-90

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

1. What does priority in incident management mean?

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

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

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

3. What can the processor use in the Service Desk for message processing? (Choose two)

A) Transaction INCMAN
B) Business Process Monitoring Work Center
C) Incident Management Work Center
D) CRM_DNO_MONITOR transaction within SAP GUI

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

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

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

Solutions: