What can you do to give employees easy access to a centralized repository of information that would help with ticket resolution?
- A . Create and assign a survey to a ticket
- B . Configure a response template
- C . Integrate an external knowledge base
- D . Set up a knowledge base for service contracts
Which settings can you control for the email channel setup? Note: There are 3 correct answers to this question.
- A . Ticket type
- B . Channel direction
- C . Notification type
- D . Mashup service
- E . Channel type
Which object is mandatory to integrate emails in tickets?
- A . Service organization
- B . Branding template
- C . Document type
- D . Service level agreement
Which steps do you need to automatically create a service ticket when an email comes in? Note: There are 3 correct answers to this question.
- A . Set scoping questions and outgoing email details in fine-tuning.
- B . Create an email template for responses.
- C . Create an account with the email address of the customer.
- D . Configure the email address in the communication channel.
- E . Set up service categories and service catalogs.
Which of the following actions are needed to link incoming emails to a ticket? Note: There are 2 correct answers to this question.
- A . Activate the scoping item Function Locations
- B . Activate the scoping item "Do you want to support email channels for corporate accounts?"
- C . Maintain an email address
- D . Activate the Messaging Service communication channel
Where can you keep track of new and modified knowledge base articles?
- A . Knowledge base fine-tuning activity
- B . Solution finder
- C . Broadcast
- D . Feed
Which of the following is possible when creating tickets in the Agent Desktop?
- A . You can create knowledge articles.
- B . You can manually select the SLA.
- C . You can select multiple registered products in a single ticket.
- D . You can manually assign a maintenance plan.
What steps must you take to set up SAP Knowledge Central by NICE as your knowledge base? Note: There are 2 correct answers to this question.
- A . Create a Web service with SAP Knowledge Central by NICE.
- B . Create knowledge base articles in SAP Service Cloud.
- C . Configure the relevant question in scoping.
- D . Create a validation rule.
What can you do with the add-in for Microsoft Outlook? Note: There are 2 correct answers to this question.
- A . Add a reference to a service contract
- B . Add a reference to an account
- C . Use email as a response to a ticket
- D . Add an account team member
Which data is replicated unidirectionally from SAP Service Cloud to SAP CRM?
- A . External pricing
- B . Products
- C . Social media profiles
- D . Accounts
Which of the following objects can be replicated from SAP Service Cloud to SAP Field Service Management? Note: There are 2 correct answers to this question.
- A . Service contracts
- B . Installed bases
- C . Contacts
- D . Registered products
Which data is replicated from SAP Service Cloud to SAP Field Service Management?
- A . Installed base
- B . Registered product
- C . Account hierarchy
- D . Ticket hierarchy
Which steps are recommended to upload data into SAP Service Cloud through the Data Workbench? Note: There are 2 correct answers to this question.
- A . Download the template.
- B . Map the data fields to the data fields offered in the template.
- C . Schedule an MDRO job.
- D . Delete the header with the field names in the template.
What do you have to consider when you are using the Data Workbench?
- A . Templates are used to update existing data records.
- B . Using the Data Workbench requires the activation of a scoping item.
- C . Using the Data Workbench requires an additional license.
- D . Additional configuration needs to be defined in the fine-tuning area.
What must you consider when you want to upload master data to SAP Service Cloud using templates? Note: There are 2 correct answers to this question.
- A . Data can be loaded or changed only once.
- B . You’ll need to create an initial file based on predefined fields.
- C . You’ll need to cleanse the legacy data.
- D . The migration run requires an approval from SAP Cloud Support.
Which master data is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud?
- A . Account
- B . Product
- C . Account hierarchy
- D . Employee
Which function should be enabled in the account master to block the release of external follow-up documents to SAP S/4HANA?
- A . Delivery blocking
- B . Prospect blocking
- C . Sales support blocking
- D . Credit limit check
Which action should an administrator take to get a system bug fixed within SAP Service Cloud?
- A . Implement the provided Hot Fix number.
- B . Create an incident.
- C . Report a ticket.
- D . Send an email to SAP Cloud Support.
Which elements are used to calculate the due dates defined in service level agreements (SLAs)? Note: There are 2 correct answers to this question.
- A . Maintenance plan
- B . Service contract
- C . Operating hours
- D . Working calendar
When an end user logs an incident in SAP Service Cloud, what can the administrator do to manage the incident? Note: There are 2 correct answers to this question.
- A . Change the priority to Escalated.
- B . Set the action to Propose Solution.
- C . Maintain the Incident Context.
- D . Push the incident to SAP Service Cloud support.
Which category types can be used when creating a Service Catalog? Note: There are 3 correct answers to this question.
- A . Process category
- B . Warranty category
- C . Maintenance category
- D . Incident category
- E . Cause category
Which options can be used to control the access rights of a user? Note: There are 2 correct answers to this question.
- A . Create territory hierarchy levels
- B . Remove the personal data from the business user
- C . Assign employee to an organizational unit
- D . Assign restriction rules
You are setting up an organizational structure for a new implementation.
Which actions can you take while performing this task? Note: There are 2 correct answers to this question.
- A . Make sure an organizational node can only be set up with a replication process from the back end.
- B . Make sure that each organizational unit can have only one function at a time.
- C . Use the Reporting Line function for selection.
- D . Assign an employee to several organizational units.
Which key scoping elements can be defined under the Business Configuration work center in SAP Service Cloud?
- A . Countries, scoping, activating dashboard designer
- B . Countries, scoping, live activity configuration
- C . Countries, business processes, integrations
- D . Countries, business processes, business users
Which of the following apply to scoping and fine-tuning? Note: There are 2 correct answers to this question.
- A . The activity list is automatically generated by the system based on your scoping decisions.
- B . Fine-tuning is the process of generating the activity list bying que-stions about which business processes will be implemented.
- C . Scoping is a prerequisite to enable users to export reports to Microsoft Excel.
- D . Scoping is the process of matching your individual business requirements to predefined solution capabilities.
Which fields are mandatory when you create a cloud data source? Note: There are 3 correct answers to this question.
- A . Data Source ID
- B . Data Type
- C . Name
- D . Web Service URL
- E . Usage
What are the advantages of using the mashup approach when integrating an SAP BusinessObjects BI system? Note: There are 2 correct answers to this question.
- A . Data can be accessed in real time.
- B . Existing reports can be reused.
- C . Security issues with mashups outside of the corporate network are rare.
- D . Offline access is available.
Which options are features within the Analytics framework? Note: There are 3 correct answers to this question.
- A . You can use Dashboard Designer to join KPIs to a new data source.
- B . You can create new custom reports based on joined data sources.
- C . You can assign reports to business roles.
- D . You can use a mashup to access SAP BusinessObjects BI offline.
- E . You can add custom fields in data sources and reports.
Your company would like to have reports with combined evaluations from two different data sources.
How can you achieve this goal? Note: There are 2 correct answers to this question.
- A . Create a joined data source
- B . Create an interactive dashboard
- C . Create a report based on the Tickets data source
- D . Create a Cloud data source
How can you upload data to a cloud data source? Note: There are 2 correct answers to this question.
- A . Using a Web service
- B . Scheduled upload using a CSV file
- C . Manual upload using a CSV file
- D . Maintain an HTML mashup