Exam Name: SAP Certified Associate - Support Consultant for Incident Management with SAP Business All-in-One
Certification Provider: SAP
Corresponding Certification: SAP-Certifications
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SAP C-PXSUP-90 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Incident Management Fundamentals | - IT service management principles and lifecycle - Incident vs. service request differentiation - Basic SAP support process overview |
| Topic 2: Service Quality and Continuous Improvement | - Performance reporting and KPIs - Problem management concepts - Process optimization in support operations |
| Topic 3: SAP Solution and Support Tools | - Monitoring and reporting tools - Incident analysis and root cause identification - SAP Solution Manager overview |
| Topic 4: SAP Business All-in-One Support Processes | - Support organization structure and roles - Incident handling workflow in SAP environments - Communication and escalation procedures |
| Topic 5: Service Desk and Ticket Management | - SLA management and tracking - Ticket creation, categorization, and prioritization - Knowledge base usage and resolution documentation |
SAP Certified Associate - Support Consultant for Incident Management with SAP Business All-in-One Sample Questions:
Which of the following are applications of the root cause analysis of SAP Solution Manager? (Choose two)
- A. Batch job planning
- B. Performance measurement
- C. Report development
- D. Safe remote access
Correct Answer: B,D 🗳️
You have picked a message from the queue. What will be your next steps? (Choose two)
- A. Search for notes and confirmed messages.
- B. Get a thorough understanding of the issue from the information given in the message.
- C. Ask the customer for user and password.
- D. Try to guess what the customer 'might' want to have.
Correct Answer: A,B 🗳️
Which of the following tools provides you with a central point of access to Customizing?
- A. Object Navigator (SE80)
- B. Repository Information System (SE84)
- C. Customizing - Edit Project (SPRO)
- D. Business Object Browser (SWO2)
Correct Answer: C 🗳️
Why are SAP Notes important for message handling? (Choose two)
- A. An SAP Note can only be released after dual control.
- B. They allow customers to help themselves.
- C. They allow Support Consultants to quickly provide solutions for problems which have already been solved before.
- D. SAP Notes inform customers about strategy.
Correct Answer: B,C 🗳️
How can you use your customer's system data for an SAP Note Search? (Choose three)
- A. Copy and paste the configuration information into the 'Validity' section of the Note Search.
- B. Select the customer's product version in the 'Validity' section of the Note Search.
- C. Add the customer's system ID to the search terms.
- D. Select the customer's software components in the 'Validity' section of the Note Search.
Correct Answer: A,B,D 🗳️
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