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SAP C_BOSUP_90 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: SAP BusinessObjects Architecture & Components | 20% | - BI Platform architecture - Adaptive Processing Server, Web Application Container - Central Management Server (CMS), Input/Output File Repository |
| Topic 2: SAP Solution Manager Service Desk | 25% | - CRM_DNO_MONITOR and INCMAN transactions - Incident Management Work Center - Message escalation and forwarding |
| Topic 3: Incident Management Fundamentals | 20% | - ITIL & SAP support processes - Message lifecycle and status handling - SLA definitions and priority levels |
| Topic 4: Support Best Practices & Escalation | 15% | - Reproducing and documenting issues - Communication with customers and SAP support - Root cause analysis and resolution tracking |
| Topic 5: Troubleshooting & Support Tools | 20% | - Remote support and diagnostics tools - Log files analysis and interpretation - SAP Notes and knowledge base search |
SAP Certified Support Associate - Incident Management with SAP BusinessObjects Sample Questions:
1. What is SAP Solution Manager?
A) It supports the implementation throughout the entire life-cycle from the business blueprint to the configuration to production processing.
B) It is an application that is part of the SAP Supply Chain Management application.
C) It is a robust and lean standard-based platform that enables you to develop Java and composite applications from scratch.
D) It is a relational database system that can be used as an alternative to databases from other vendors.
2. As you gain experience in solving messages you will also increase the amount of knowledge around the product.
How can you reference these solutions in the future?
A) Contact the customer to find out what the solution was for their solved message.
B) Keep the solutions only in the previously solved messages.
C) Document solutions and share this information with your colleagues.
D) Each customer and message is unique so previous solutions are not useful.
3. Which tasks can you perform manually in a Managed System configuration? (Choose two)
A) Configuration of DBA Cockpit
B) Adjustment of HTTP Log Parameter
C) Redirection of system calls to SAP Support Backbone
D) Implementation of benchmarking procedures
4. What is the recommended way to progress a message that is difficult to clarify?
A) Ask the client to provide screenshots and request information point by point.
B) Force the client to close the message and open a new one that is clearer.
C) Change the message status to Customer Action and tell the client that you cannot do much until more information is provided.
D) Escalate the message immediately to a more senior support consultant.
5. What is the definition of Initial Reaction Time (IRT)?
A) The amount of time that a customer message has been within the responsibility of SAP.
B) The overall time taken to process the message.
C) The contractually agreed time for the first qualified response to customer.
D) The time elapsed between the following two statuses assigned to the messagE.- Sent to SAP Confirmed.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: A,B | Question # 4 Answer: A | Question # 5 Answer: C |






