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: SAP Business All-in-One Support Processes | - Incident handling workflow in SAP environments - Communication and escalation procedures - Support organization structure and roles |
| Topic 2: Incident Management Fundamentals | - Basic SAP support process overview - IT service management principles and lifecycle - Incident vs. service request differentiation |
| Topic 3: Service Desk and Ticket Management | - SLA management and tracking - Knowledge base usage and resolution documentation - Ticket creation, categorization, and prioritization |
| Topic 4: Service Quality and Continuous Improvement | - Process optimization in support operations - Problem management concepts - Performance reporting and KPIs |
| Topic 5: SAP Solution and Support Tools | - Incident analysis and root cause identification - SAP Solution Manager overview - Monitoring and reporting tools |
SAP Certified Associate - Support Consultant for Incident Management with SAP Business All-in-One Sample Questions:
Why are SAP Notes important for message handling? (Choose two)
- A. An SAP Note can only be released after dual control.
- B. They allow Support Consultants to quickly provide solutions for problems which have already been solved before.
- C. They allow customers to help themselves.
- D. SAP Notes inform customers about strategy.
Correct Answer: B,C 🗳️
The Debugger can be used to analyze where an ABAP message is being raised. Which of the following procedures is suitable?
- A. Create a breakpoint at Event MESSAGE_SEND.
- B. Create a breakpoint at Statement MESSAGE.
- C. Create a breakpoint at Function MESSAGE.
- D. Create a breakpoint at Form MESSAGE_SEND.
Correct Answer: B 🗳️
What is SAP Solution Manager Enterprise Edition? (Choose two)
- A. A platform for realizing the value of SAP Enterprise Support
- B. An enablement program for SAP partners
- C. An enablement program for SAP customers
- D. A comprehensive view on a project/release plan with all quality gates and their associated activities and issues
Correct Answer: A,D 🗳️
You are trying to process a customer message. However, the available information is insufficient for a complete understanding. What will be your next step? (Choose two)
- A. Try to guess what the customer 'might' want to have.
- B. Send notes to customer without being sure that they will help.
- C. Give yourself time to carefully read the problem description of the customer. Also, try to 'read between the lines' and get confirmation by customer that your interpretation is correct.
- D. Be insistent, but politE.'I would like to ask you for help to clarify the issue'.
Correct Answer: C,D 🗳️
What can you do if a program behaves differently in batch than in a dialog? (Choose two)
- A. Run the program in dialog and change SY-BATCH in the debugger to simulate batch processing.
- B. Run the program in batch and click on DEBUGGING.
- C. Search globally in the program for SY-BATCH.
- D. Run the program in batch and select Environment Analysis.
Correct Answer: A,C 🗳️
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