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SAP C_BOSUP_90 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management Fundamentals | 20% | - Message lifecycle and status handling - ITIL & SAP support processes - SLA definitions and priority levels |
| Topic 2: SAP Solution Manager Service Desk | 25% | - Message escalation and forwarding - CRM_DNO_MONITOR and INCMAN transactions - Incident Management Work Center |
| Topic 3: SAP BusinessObjects Architecture & Components | 20% | - Adaptive Processing Server, Web Application Container - Central Management Server (CMS), Input/Output File Repository - BI Platform architecture |
| Topic 4: Troubleshooting & Support Tools | 20% | - Log files analysis and interpretation - SAP Notes and knowledge base search - Remote support and diagnostics tools |
| Topic 5: Support Best Practices & Escalation | 15% | - Root cause analysis and resolution tracking - Reproducing and documenting issues - Communication with customers and SAP support |
SAP Certified Support Associate - Incident Management with SAP BusinessObjects Sample Questions:
How can you setup SAP EarlyWatch Alert?
- A. Using SMSY transaction to create your logical components first, if this is not already done
- B. Using SMSY transaction to activate a pre-defined SAP EarlyWatch Alert
- C. Connecting to SAP Service Marketplace and defining your landscape
- D. Connecting to SAP Service Marketplace and setting up the parameters
Correct Answer: A 🗳️
What are benefits of SAP Notes to the installed base? (Choose two)
- A. One SAP Note can cover multiple technical issues.
- B. SAP Notes inform customers about corporate strategy.
- C. They allow support consultants to quickly provide solutions for problems which have already been solved before.
- D. They allow customers to find solutions for their own product issues.
Correct Answer: C,D 🗳️
Which of the following statements is a true representation of an installation?
- A. Each customer has only one installation per legal entity.
- B. An installation can contain only one system linked to it.
- C. Each customer can have several installations associated to their identifier.
- D. An installation is related to the number of employees in that organization.
Correct Answer: C 🗳️
Which of the following are functions of SAP Solution Manager? (Choose two)
- A. Solution Monitoring
- B. Backup and Recovery
- C. Service Marketplace
- D. Service Desk
Correct Answer: A,D 🗳️
What is the definition of Initial Reaction Time (IRT)?
- A. The overall time taken to process the message.
- B. The contractually agreed time for the first qualified response to customer.
- C. The time elapsed between the following two statuses assigned to the messagE.- Sent to SAP Confirmed.
- D. The amount of time that a customer message has been within the responsibility of SAP.
Correct Answer: B 🗳️
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