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| Section | Weight | Objectives |
|---|---|---|
| SAP BusinessObjects Architecture & Components | 20% | - BI Platform architecture - Central Management Server (CMS), Input/Output File Repository - Adaptive Processing Server, Web Application Container |
| SAP Solution Manager Service Desk | 25% | - CRM_DNO_MONITOR and INCMAN transactions - Incident Management Work Center - Message escalation and forwarding |
| Incident Management Fundamentals | 20% | - Message lifecycle and status handling - ITIL & SAP support processes - SLA definitions and priority levels |
| Troubleshooting & Support Tools | 20% | - SAP Notes and knowledge base search - Log files analysis and interpretation - Remote support and diagnostics tools |
| Support Best Practices & Escalation | 15% | - Reproducing and documenting issues - Communication with customers and SAP support - Root cause analysis and resolution tracking |
1. If you want to add an SAP or non-SAP system to your landscape, which transaction do you need to run?
A) MSY_SETUP
B) SMSY_SETUP
C) SMSY
D) SOLMAN_WORKCENTER
2. A well structured support centre will comprise multiple roles and assist message solving.
Which of the following roles is the primary contact for the SAP Channel Development Manager within the Partner Support Organization?
A) Incident Processor
B) Support Coordinator
C) Service Consultant
D) Sales Executive
3. As an SAP partner you have implemented SAP Solution Manager.
Which of the following statements reflects the requirements with regards to SAP Solution Manager installation on the customer site?
A) Customers do not require their own SAP Solution Manager installation.
B) Customers need to install SAP Solution Manager and the partner needs to connect to it.
C) Customers and partner need to have SAP Solution Manager clustered.
D) Customers require their own installation of SAP Solution Manager.
4. Which application within Root Cause Analysis should be used to add a Technical System?
A) System Conflict Resolution
B) Agent Administration
C) Diagnostic Setup
D) System Maintenance
5. How can you define the role of the Partner Services Advisor (PSA)? (Choose two)
A) Liaises with the end customer of the Partner to assist with the booking process.
B) Develops a service plan.
C) Is available 24*7 by phone or email.
D) Acts as a single point of contact for partner needs within the partner Edge framework.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: B,D |
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