Which actions can be taken to see the restriction rules in access restrictions? Note: There are 3 correct answers to this question.
- A . Set the access rights to edit.
- B . Set the read and write access to restricted.
- C . Set the read access to restricted.
- D . Set the access rights to display.
- E . Set the write access to restricted.
Which tools can you use to dispatch a service technician to an open demand ticket? Note: There are 3 correct answers to this question.
- A . FSM
- B . Time recording
- C . Manual Routing
- D . MRS
- E . Activity Planner
Which of these objects are NOT associated with SAP Jam groups?
- A . Products
- B . Sales orders
- C . Opportunities
- D . Tickets
Which fields can be determined by using SLAs? Note: There are 2 correct answers to this question.
- A . Service level of incoming tickets
- B . Status
- C . Service category
- D . Ticket due date
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.
- A . Customer
- B . Product
- C . Contract
- D . Installed base
Which of the following is correct in the context of scoping and fine -tuning? Note: There are 2 correct answers to this question.
- A . Fine-tuning is the process of generating the activity list by answering questions about which business processes will be
implemented. - B . Scoping is automatically generated by the system based on your fine-tuning decisions.
- C . The activity list is automatically generated by the system based on your scoping decisions.
- D . Scoping is the process of matching your individual business requirements to predefined solution capabilities.
Which of the following actions are necessary to successfully use installed bases in service tickets? Note: There are 2 correct answers to this question.
- A . At least one service object needs to be assigned.
- B . A service contract is active.
- C . A customer needs to be assigned.
- D . Address mismatches must be corrected first.
Which key user features allow you to change field properties on the SAP Service Cloud Ul?
- A . Code list restriction
- B . Workflow rules
- C . Adaptation
- D . Mashup
You set up an e-mail channel to process incoming tickets and create new customers for unknown senders .
Which action should you take if you would rather route unknown senders to a common inbox (Unassociated E-mails)?
- A . Switch from channel type B2B to B2C.
- B . Switch from channel direction inbound to outbound.
- C . Switch from channel type B2C to B2B.
- D . Switch from channel direction outbound to inbound.
What can the service categories in the service catalog be used for? Note: There are 3 correct answers to this question.
- A . Determining fine-tuning settings
- B . Controlling responsibility
- C . Controlling validity of the service catalog
- D . Reporting
- E . Determining service level assignments
Which actions are needed to see the restriction rules in access restrictions? Note: There are 3 correct answers to this question.
- A . Set the access rights to display.
- B . Set the write access to restricted.
- C . Set the access rights to edit.
- D . Set the read access to restricted.
- E . Set the read and write access to restricted.
Which elements can be used to restrict access to views? Note: There are 2 correct answers to this question.
- A . Business roles
- B . Field extensions
- C . Territories
- D . Code list restrictions
Which key features of the Analytics framework allow you to monitor business processes in SAP Service Cloud? Note: There are 3 correct answers to this question.
- A . Web service message monitoring
- B . Custom reports
- C . Interactive dashboards
- D . Standard reports
- E . Inner join data sources
What objects can be used to define work distribution rules? Note: There are 2 correct answers to this question.
- A . Employees
- B . Territories
- C . Incidents
- D . Service agents
Which key scoping elements can be defined under the Business Configuration work center in SAP Service Cloud?
- A . Countries, business processes, integrations
- B . Countries, data workbench, form templates
- C . Countries, workflow rules, integrations
- D . Countries, business processes, business users
What are the advantages of using the mash-up approach when integrating an SAP BusinessObjects Bl system? Note: There are 3 correct answers to this question.
- A . Offline access is available
- B . Existing reports can be reused
- C . No security issues with mashup outside of corporate network
- D . Real-time data access
- E . No additional authorization concept is required
Which of the following options are features within the Analytics framework? Note: There are 2 correct answers to this question.
- A . You can add custom fields in data sources and reports.
- B . With the Dashboard Designer, KPIs can be joined to a new data source.
- C . With the mashup approach, offline access to an SAP BusinessObjects Bl system is available.
- D . You can create new custom reports based on join data sources.
Which service objects can you assign to an installed base? Note: There are 2 correct answers to this question.
- A . Ticket
- B . Visit
- C . Maintenance plan
- D . Contract
Which item can be assigned to organizational structures, team assignments and workflow rules?
- A . Service agent
- B . Business role
- C . Business user
- D . Employee
Which of the following are reporting features in SAP Service Cloud? Note: There are 2 correct answers to this question.
- A . You can use a console to write SQL statements.
- B . You can add custom fields in data sources and reports.
- C . You can access data base and check raw data in tables.
- D . You can save report views and make them available to users.
Which feature is used to limit values in a drop-down list?
- A . Extension fields
- B . Adaptation
- C . Personalization
- D . Code list restriction
Which types of work distribution are possible for routing tickets in SAP Service Cloud? Note: There are 3 correct answers to this question.
- A . Account work distribution
- B . Organizational work distribution
- C . Service category distribution
- D . Territory work distribution
- E . Employee work distribution
When a customer calls in with a problem with their product, which feature helps the service agent quickly identify the unique product?
- A . Registered product
- B . Installed base
- C . Service contract
- D . Service warranty
Which of the following configuration activities are part of SAP Service Cloud? Note: There are 2 correct answers to this question.
- A . Set up deals
- B . Maintenance plan
- C . Scoping attribute set
- D . Maintenance measurement and readings
Which feature in user interface maintenance can be used to control the values of custom fields?
- A . Activation scoping item in administration
- B . Personalization
- C . Usage of restriction rules
- D . Code list restriction
In the SAP Service Cloud Ul, which of the following field properties can be controlled in the page layout? Note: There are 2 correct answers to this question.
- A . Mandatory
- B . Read-only
- C . Query
- D . New field
Which tool do you use to determine a service ticket processing team, based on conditions?
- A . SLA determination
B -Ticket routing rule - B . Data Workbench
- C . Delegation rules
To which objects can you directly assign a registered product? Note: There are 2 correct answers to this question.
- A . Maintenance plan
- B . Appointment
- C . Installed base
- D . Territory
Which of the following access restriction types are available in SAP Service Cloud? Note: There are 3 correct answers to this question.
- A . Full Access
- B . Unrestricted
- C . Restricted
- D . No Access
- E . Define Specific Restriction
Which Analytics key features allow you to monitor business processes in SAP Service Cloud? Note: There are 3 correct answers to this question.
- A . Inner join data sources
- B . Web service message monitoring
- C . Custom reports
- D . Standard reports
- E . Interactive dashboards
What can you do with the add-In for Microsoft Outlook? Note: There are 2 correct answers to this question.
- A . Add an account team member.
- B . Use e-malis as a response to a ticket.
- C . Add a reference to an account.
- D . Add a reference to a service contract.
Which mandatory characteristics do you need to provide when you create a cloud data source? Note: There are 3 correct answers to this question.
- A . Web service URL
- B . Data source ID
- C . Usage
- D . Name
- E . Description
When should you use the templates provided in the Data Workbench?
- A . When the Mass Change Account Data tool is used
- B . When customer data needs to be loaded quickly
- C . When there is unstructured legacy data
- D . When data volume is low
Which of the following elements can you use to restrict access to an installed base? Note: There are 2 correct answers to this question.
- A . Territory
- B . Service organization
- C . Skills
- D . Measurement and reading
For which element do you maintain attributes such as password and security policy?
- A . Employee
- B . Business role
- C . Business user
- D . Service agent
Which data element is used to calculate the warranty start?
- A . Number of months
- B . Warranty duration
- C . Service category
- D . Warranty reference date
Depending on defined conditions, the status of the ticket needs to be set to escalated .
Which tool is suitable for this?
- A . Workflow rule
- B . Activity planner
- C . Activity list
- D . Visit planner
A maintenance plan is created with the condition "Every 5 weeks". Based on this condition, a ticket is created on March 1, but ticket processing is delayed.
Which option should you enable on the ticket template to avoid creation of multiple tickets?
- A . Consider ticket resolved on date
- B . Consider contract status
- C . Consider maintenance plan condition
- D . Consider delay
What can you do to give employees easy access to a centralized repository of information that would help with ticket resolution? Note: There are 2 correct answers to this question.
- A . Create a migration template.
- B . Configure SAP Jam as knowledge base.
- C . Create a broadcast.
- D . Integrate MindTouch.
What is required to set up the organizational structure correctly?
- A . The root node/uppermost node must be defined as a service organization.
- B . The root node/uppermost node must be defined as a company.
- C . The root node/uppermost node must be defined as a sales organization.
- D . The root node/uppermost node must be defined as an enterprise.