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SAP C_BOSUP_90 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Troubleshooting & Support Tools | 20% | - SAP Notes and knowledge base search - Remote support and diagnostics tools - Log files analysis and interpretation |
| SAP Solution Manager Service Desk | 25% | - Message escalation and forwarding - CRM_DNO_MONITOR and INCMAN transactions - Incident Management Work Center |
| Support Best Practices & Escalation | 15% | - Root cause analysis and resolution tracking - Reproducing and documenting issues - Communication with customers and SAP support |
| SAP BusinessObjects Architecture & Components | 20% | - BI Platform architecture - Central Management Server (CMS), Input/Output File Repository - Adaptive Processing Server, Web Application Container |
| Incident Management Fundamentals | 20% | - ITIL & SAP support processes - SLA definitions and priority levels - Message lifecycle and status handling |
SAP Certified Support Associate - Incident Management with SAP BusinessObjects Sample Questions:
What should be done if an SAP EarlyWatch Alert report has a red rating? (Choose two)
- A. When notified, the partner support organization should contact the customer.
- B. The customer should implement the recommendation within the report.
- C. Support will come on site to apply the recommendation.
- D. Nothing, the recommendation will be implemented automatically.
Correct Answer: A,B 🗳️
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. Keep the solutions only in the previously solved messages.
- B. Document solutions and share this information with your colleagues.
- C. Each customer and message is unique so previous solutions are not useful.
- D. Contact the customer to find out what the solution was for their solved message.
Correct Answer: B 🗳️
Some messages may require you to decline a customer's request.
In these situations, what type of response should you send to the customer?
- A. Avoid the message for as long as possible eventually the customer will not want you to take any action.
- B. Update the customer regularly to let them know you need more time to investigate the issue.
- C. You cannot deny the customer's request as the customer is always right.
- D. Update the customer with an honest and clear answer right away to avoid having the situation becoming more difficult.
Correct Answer: D 🗳️
What types of remote connections to customer's systems are available? (Choose two)
- A. R/3 Support
- B. Webex
- C. NetMeeting
- D. Netviewer
Correct Answer: A,D 🗳️
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 processor of the message and send it back to support with the status Sent to Support.
- B. Change the status of the message to Send to SAP and send it directly to SAP Support.
- C. Change the status of the message to Confirmed.
- D. Send the message back to support after providing feedback.
Correct Answer: C,D 🗳️





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