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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:
1. 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.
2. 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.
3. 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
4. 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'.
5. 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.
Solutions:
| Question # 1 Answer: B,C | Question # 2 Answer: B | Question # 3 Answer: A,D | Question # 4 Answer: C,D | Question # 5 Answer: A,C |
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