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| Section | Objectives |
|---|---|
| Topic 1: Reporting and Continuous Improvement | - Incident reporting and analytics - Process optimization in support operations |
| Topic 2: SAP Business All-in-One Support Operations | - Support model and service processes - System monitoring and issue resolution |
| Topic 3: SAP Solution Manager (ITSM) | - Service desk configuration and usage - Incident and problem management in Solution Manager |
| Topic 4: Escalation and Root Cause Analysis | - Root cause analysis techniques - Escalation procedures and SLA handling |
| Topic 5: Incident Management Processes | - Ticket handling and categorization - Incident lifecycle and workflow |
1. 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 Form MESSAGE_SEND.
B) Create a breakpoint at Function MESSAGE.
C) Create a breakpoint at Statement MESSAGE.
D) Create a breakpoint at Event MESSAGE_SEND.
2. Which of the following tools can be used to analyze where in an ABAP program a message has been raised? (Choose two)
A) Business Server Pages
B) Message maintenance (SE91)
C) Message server
D) ABAP debugger
3. What is included in Enterprise Support? (Choose two)
A) Mission Critical Support
B) Implementation Roadmap
C) SAP Support Organization
D) Global Support Backbone
4. Assume you perform an SAP Note Search on 'update' and the search pattern 'Linguistic Search'. Which of the following terms would be considered hits? (Choose two)
A) Up-to-date
B) Updating
C) Upgrade
D) Update
5. What are the characteristics of a perfect customer message? (Choose two)
A) The message refers to only one problem.
B) The reporter has selected the correct SAP support center.
C) The master data (system, Support Package level, s-user, customer data, ...) is complete and correct.
D) The problem description is a summary.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B,D | Question # 3 Answer: A,D | Question # 4 Answer: B,D | Question # 5 Answer: A,C |
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