SAP C-BOSUP-90 Exam : SAP Certified Support Associate - Incident Management with SAP BusinessObjects

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SAP C-BOSUP-90 Exam Syllabus Topics:

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

1. 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) Prove to the customer that they are wrong.
C) If you were the customer you would be happy with the answer provided.
D) Any response given to the customer is valid as long as it is within the Initial Response Time (IRT).

2. What is the definition of Initial Reaction Time (IRT)?

A) The contractually agreed time for the first qualified response to customer.
B) The time elapsed between the following two statuses assigned to the messagE.- Sent to SAP Confirmed.
C) The amount of time that a customer message has been within the responsibility of SAP.
D) The overall time taken to process the message.

3. What is one of the roles of a Partner Services Advisor?

A) The first point of contact for program and operational queries
B) Ramp-up assistant for the customer of the SAP PartnerEdge partner
C) Trainer for Support Enablement
D) The dedicated point of escalation for level 3 support

4. What is a level1 support task upon receiving a message?

A) Contact the customer to complete any information that may be missing.
B) Enable and analyze the traces.
C) Reproduce the issue described by the customer.
D) Provide a workaround.

5. When a message is directed to SAP via SAP Solution Manager, which status does the message have in the Service Desk?

A) Incident forwarded
B) Sent to SAP
C) Information to SAP
D) Confirmed

Solutions: