SAP SAP Application Associate C_BOSUP_90

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

1. Which of the following sentences describes the process flow as depicted in the attached picture?

A) User reports an incident to partner Solution Manger which search for a solution in SAP Service Marketplace.
B) Partner reports an incident to SAP support Solution Manager which search for a solution in public forums.
C) Partner reports an incident to partner Solution Manger which assigns a processor to find a solution.
D) User reports an incident to SAP support Solution Manger which assigns a processor to find a solution.

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

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

3. What can be considered a corrective action for a critical issue?

A) The incident was acknowledged by its processor.
B) The customer was contacted within the Service Level Agreement (SLA).
C) The assessment of the situation has been completed.
D) A workaround has been provided to the customer.

4. What is Product Support Hierarchy in SAP environment? (Choose two)

A) It is part of the Service Level Agreement.
B) It is an instrument in organization and reporting within Product Support.
C) It is a view on the Application Component Hierarchy.
D) It defines the maintenance pricing level.

5. A message has been sent to the end user with an assigned note.
What can the end user decide to do with this message after reading the reply? (Choose two)

A) Change the status of the message to Confirmed.
B) Change the processor of the message and send it back to support with the status Sent to Support.
C) Change the status of the message to Send to SAP and send it directly to SAP Support.
D) Send the message back to support after providing feedback.

Solutions:

Question # 1 Answer: A

Question # 2 Answer: A,D

Question # 3 Answer: D

Question # 4 Answer: B,C

Question # 5 Answer: A,D