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| Section | Objectives |
|---|---|
| SAP Solution Manager (ITSM) | - Service desk configuration and usage - Incident and problem management in Solution Manager |
| Escalation and Root Cause Analysis | - Root cause analysis techniques - Escalation procedures and SLA handling |
| SAP Business All-in-One Support Operations | - Support model and service processes - System monitoring and issue resolution |
| Incident Management Processes | - Incident lifecycle and workflow - Ticket handling and categorization |
| Reporting and Continuous Improvement | - Process optimization in support operations - Incident reporting and analytics |
1. What does Initial Reaction Time (IRT) mean for SAP? (Choose two)
A) The time taken to respond to priority 1 (very high) messages.
B) The time needed to display report data when running the report for the first time.
C) SAP will give a qualified response within a defined time.
D) The time a computer needs to get ready for work.
2. What are key success factors in message solving? (Choose two)
A) Work without additional help.
B) At first, try to guess.
C) Solve the customer's issue - no more and no less.
D) Put yourself in the customer's shoes.
3. Which of the following technology features support the performance of database access? (Choose two)
A) Foreign Keys
B) Primary Index
C) Buffering
D) Fixed Values
4. What will happen if the system field sy-subrc is set to 0 after execution of an ABAP command?
A) The system will raise an exception.
B) The system will raise an ABAP message.
C) The system will create a shortdump and terminate the ABAP program.
D) The system will continue with the next statement in the ABAP program.
5. Which one of the following statements about the return code is true? (Choose two)
A) All ABAP commands support a return code. After every ABAP statement, the return code is determined again.
B) A return code is a system field that is automatically filled (and changed) when a certain ABAP command has been executed.
C) A return code is a unique key that is sent from the ABAP program to the SAPGUI so that the right screen will be selected from the front end's local repository.
D) A return code can only have one value at a certain time.
Solutions:
| Question # 1 Answer: A,C | Question # 2 Answer: C,D | Question # 3 Answer: B,C | Question # 4 Answer: D | Question # 5 Answer: B,D |
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