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| Section | Objectives |
|---|---|
| Incident Management Processes | - Support workflow
|
| SAP BusinessObjects Platform Fundamentals | - Architecture and core components
|
| System Administration and Monitoring | - Monitoring tools and practices
|
| Incident Resolution in SAP BusinessObjects | - Common issue categories
|
| Troubleshooting and Root Cause Analysis | - Problem resolution techniques
|
1. An incident has been forwarded to level 3 support.
What could be a valid reason to send it back to level 2?
A) Trace files require further analysis.
B) The message requires further qualification.
C) A note needs to be created based on the result of the investigation.
D) A fix is required.
2. Which of the following incidents will lead to a message being qualified as Very High?
A) An important request for information related to a future release or patch
B) An issue leading to business critical work that cannot be performed
C) A missing product functionality required by the customer
D) A product customization requested through support
3. What is SAP Solution Manager Enterprise Edition? (Choose two)
A) A platform for realizing the value of SAP Enterprise Support
B) A comprehensive view on a project/release plan with all quality gates and their associated activities
C) An enablement program for SAP customers
D) An enablement program for SAP partners
4. When a message is directed to SAP via SAP Solution Manager, which status does the message have in the Service Desk?
A) Sent to SAP
B) Incident forwarded
C) Confirmed
D) Information to SAP
5. Which Service Desk feature provides all the functions to analyze and monitor an entire SAP solution centrally?
A) SAP Notes
B) Implementation Roadmap
C) Root Cause Analysis
D) Solution Manager Diagnostics
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: A,B | Question # 4 Answer: A | Question # 5 Answer: D |
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