SAP C_PXSUP_90 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Incident Management Processes | - Ticket handling and categorization - Incident lifecycle and workflow |
| Topic 2: SAP Solution Manager (ITSM) | - Incident and problem management in Solution Manager - Service desk configuration and usage |
| Topic 3: Reporting and Continuous Improvement | - Incident reporting and analytics - Process optimization in support operations |
| Topic 4: Escalation and Root Cause Analysis | - Escalation procedures and SLA handling - Root cause analysis techniques |
| Topic 5: SAP Business All-in-One Support Operations | - System monitoring and issue resolution - Support model and service processes |
SAP Certified Associate - Support Consultant for Incident Management with SAP Business All-in-One Sample Questions:
Question #1
What are the main steps when you accept a priority 1 message? (Choose two)
A. Call the customer within the Initial Reaction Time (IRT).
B. Clarify the issue by phone to avoid additional effort in processing the message.
C. Call the customer if you leave for the weekend, indicating that you will proceed with processing the message on Monday.
D. Document every activity in the message.
Question #2
You have picked a message from the queue. What will be your next steps? (Choose two)
A. Get a thorough understanding of the issue from the information given in the message.
B. Ask the customer for user and password.
C. Try to guess what the customer 'might' want to have.
D. Search for notes and confirmed messages.
Question #3
Which of the following objects can be analyzed in the Object List of the Object Navigator (SE80)? (Choose two)
A. The database tables that are accessed by the program.
B. The authorizations required to execute a program.
C. The Include programs of the program (for example, Top-Include).
D. The data objects used by the program.
Question #4
When a message is sent to SAP via SAP Solution Manager, which status does the message have in the Service Desk?
A. Confirm message to SAP
B. Sent to Customer
C. Information to SAP
D. Sent to SAP
Question #5
How can you switch to the debugging mode?
A. Enter /h in the command field
B. Choose Help ? Debugging
C. Enter /debugging in the command field
D. Enter /debug in the command field
Solutions:
| Question #1 Answer: A,D | Question #2 Answer: A,D | Question #3 Answer: C,D | Question #4 Answer: D | Question #5 Answer: A |
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