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| Section | Weight | Objectives |
|---|---|---|
| Service Request Management | 12%-16% | - Create and process service tickets - Escalation and routing rules - Service level agreements (SLA) |
| Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Warranty Management | <8% | - Warranty determination and processing |
| Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
| Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Registered Products | <8% | - Use in service tickets |
| Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Installed Base | <8% | - Use in service tickets |
1. Which of the following tasks can you perform using the fine tuning activity for service processing during business configuration?
Note: There are 2 correct answers to this question
A) Assign tickets to the last processor
B) Manage business tasks for employee support
C) Disable the profanity check for outbound responses
D) Create or delete custom channels
2. Which of the following components of computer Telephony Integration (CTI) are delivered by SAP Cloud for Customer? Note: There are 2 correct answers to this questions.
A) CTI desktop client
B) CTI client server
C) CTI Client adapter
D) Live activity pane
3. What are service agents used for when setting up an SAP Cloud for Customer system? Note: There are 2 correct answers to this questions.
A) To scope the system
B) To restore system default settings
C) To create business users
D) To assign accounts to business users
4. Which field is used for sending a spare parts confirmations from a SAP Cloud for Customer work ticket to SAP ERP?
A) Actual quantity
B) Target quantity
C) Consumed quantity
D) Planned quantity
5. How would the integration of SAP JAM with SAP Cloud for Customer benefits service agents? Note: There are 2 correct answer to this question.
A) They can edit Knowledge Base articles in the agent workspace
B) They can navigate to SAP JAM to search for Knowledge Base articles
C) They can view Knowledge Base group updates in the Feed pane
D) They can attach Knowledge Base articles to tickets
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: C,D | Question # 3 Answer: A,C | Question # 4 Answer: D | Question # 5 Answer: B,C |
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