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| Section | Objectives |
|---|---|
| Topic 1: Incident Management Fundamentals | - Basic SAP support process overview - Incident vs. service request differentiation - IT service management principles and lifecycle |
| Topic 2: Service Desk and Ticket Management | - Knowledge base usage and resolution documentation - Ticket creation, categorization, and prioritization - SLA management and tracking |
| Topic 3: SAP Solution and Support Tools | - Monitoring and reporting tools - SAP Solution Manager overview - Incident analysis and root cause identification |
| Topic 4: Service Quality and Continuous Improvement | - Performance reporting and KPIs - Process optimization in support operations - Problem management concepts |
| Topic 5: SAP Business All-in-One Support Processes | - Communication and escalation procedures - Incident handling workflow in SAP environments - Support organization structure and roles |
1. Which of the following features are supported by the SAP Note Assistant? (Choose two)
A) Checks if a given note can be implemented automatically
B) Implementation of any note that can be implemented automatically by an SAP Note
C) Creation of internal memos in customer messages
D) Automatic implementation of Java corrections
2. 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
3. Which one of the following statements about the return code is true? (Choose two)
A) A return code can only have one value at a certain time.
B) All ABAP commands support a return code. After every ABAP statement, the return code is determined again.
C) A return code is a system field that is automatically filled (and changed) when a certain ABAP command has been executed.
D) 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.
4. During the execution of a dialog transaction, you receive an error message about a failed authority check. How could you analyze this? (Choose two)
A) Analyze the entry in transaction SU53 (Authorization Data for User) and compare with the User Master Record.
B) Get the name of the authorization object from the F1 help, navigate to its definition (in SE80) and apply the where-used list.
C) Use the F1 help to check the message ID and then apply the where-used list in transaction SE91.
D) Create a Breakpoint on Statement AUTHORITY-CHECK and watch out for return codes other than 0.
5. In the Service Desk, where can you search for SAP Notes?
A) Via transaction SNOTE_SEARCH
B) Via transaction SAP_NOTE
C) Via transaction SNOTE
D) Via the Tab SAP Notes in the message
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: D | Question # 3 Answer: A,C | Question # 4 Answer: A,D | Question # 5 Answer: D |
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