SAP C_BOSUP_90 : 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. In which of the following situations would it be advisable to email the client rather than use the phone?

A) If the case has not been updated for several days and you have no concrete next steps.
B) If you do not fully understand the client issue.
C) If the client has multiple open issues.
D) If you need to communicate a precise list of sequential actions to be followed by the client.

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

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

3. You opened a message and want to request for an update.
How can you do that?

A) Via e-mail
B) Via SAP Service Marketplace
C) Via the action Update Message with SAP
D) Via the report Synchronize Messages (RNOTIFUPDATE01)

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

5. You receive a customer message where several issues are reported.
What will be your next step?

A) Start message processing without contacting the customer.
B) Ask the customer to create one message per issue.
C) Ask your colleagues for processing this message.
D) Solve all issues in the message, because it is beneficial for customers to report several issues in one message.

Solutions: