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| Section | Objectives |
|---|---|
| Incident Management Processes | - Ticket handling and categorization - Incident lifecycle and workflow |
| Escalation and Root Cause Analysis | - Root cause analysis techniques - Escalation procedures and SLA handling |
| SAP Business All-in-One Support Operations | - System monitoring and issue resolution - Support model and service processes |
| SAP Solution Manager (ITSM) | - Incident and problem management in Solution Manager - Service desk configuration and usage |
| Reporting and Continuous Improvement | - Incident reporting and analytics - Process optimization in support operations |
Question 1
Which of the following tools provides you with a central point of access to Customizing?
A. Object Navigator (SE80)
B. Business Object Browser (SWO2)
C. Repository Information System (SE84)
D. Customizing - Edit Project (SPRO)
Question 2
Which of the following are update types? (Choose two)
A. Global update
B. Local update
C. Synchronious update
D. Overtaker update
Question 3
What should the partner do when it receives a message from a customer end user?
A. Forward the message to SAP and advise the end-user of the current situation.
B. Undertake the support level 1 and 2 tasks of primary support services.
C. Recommend to the end user to wait for the next SAP release.
Question 4
How can you access the keyword documentation in the ABAP Editor?
A. Double-click the keyword
B. Mark the keyword and press F4
C. Mark the keyword and press F1
Question 5
Which information will you find in the system log? (Choose two)
A. Database errors
B. ABAP runtime errors
C. Database locks
D. Error messages of application programs
Solutions:
| Question 1 Answer: D | Question 2 Answer: B,C | Question 3 Answer: B | Question 4 Answer: C | Question 5 Answer: A,B |
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