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NEW QUESTION 61
Which action should an administrator take to get a system bug fixed within SAP Service Cloud?
- A. Send an e-mail to SAP Cloud Support.
- B. Create an incident.
- C. Document an influencer story.
- D. Report a ticket.
Answer: D
NEW QUESTION 62
Which types of categories can be used in the service catalog? Note: There are 3 correct Answers to this question.
- A. Maintenance category
- B. Cause category
- C. Incident category
- D. Process category
- E. Warranty category
Answer: B,C,D
NEW QUESTION 63
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. Field definitions are not relevant.
- B. There is a template available for each object that allows tool-supported migration.
- C. Data can be loaded only once.
- D. The template structure is predefined and cannot be changed.
Answer: B
NEW QUESTION 64
Which feature is used to limit values in a drop-down list?
- A. Personalization
- B. Code list restriction
- C. Adaptation
- D. Extension fields
Answer: B
NEW QUESTION 65
Which element is needed to determine the due date for the initial ticket response in Service Level Agreements?
- A. Priority
- B. Document types
- C. Service category
- D. Maintenance plan
Answer: C
NEW QUESTION 66
Which tool do you use to determine a service ticket processing team, based on conditions?
- A. Data Workbench
- B. SLA determination
- C. Delegation rules
- D. Ticket routing rule
Answer: D
NEW QUESTION 67
Which feature helps to ensure that e-mail responses sent by the service agent have the correct branding?
- A. Templates
- B. Routing rules
- C. Workflow rules
- D. Knowledge base
Answer: A
NEW QUESTION 68
Which master data is synchronized unidirectionally from SAP Service Cloud to SAP CRM?
- A. Accounts
- B. Products
- C. Territories
- D. Social media profiles
Answer: D
NEW QUESTION 69
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. Query
- C. New field
- D. Read-only
Answer: A,D
NEW QUESTION 70
You have configured the Service Level Agreements (SLAs) and their determination rules, but they are not derived in the service ticket. Which of the following could be a reason for that? Note: There are 2 correct Answers to this question.
- A. The system background job for SLA determination runs every 30 minutes and has not been executed yet.
- B. A workflow rule has to be scheduled to trigger the determination.
- C. The question related to SLAs must be activated in project scoping.
- D. The determination rules have been configured, but not activated.
Answer: C,D
NEW QUESTION 71
Because some activities can be carried out in multiple views, which of the following is correct regarding access rights?
- A. You can decide, per view, if the access rights should override any restrictions you have defined or not.
- B. If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no access.
- C. Restricted access rights override any unrestricted access you have defined.
- D. Unrestricted access rights override any restrictions you have defined.
Answer: D
NEW QUESTION 72
Which objects are required to create a service ticket? Note: There are 2 correct answers to this question.
- A. Maintenance plan
- B. Customer
- C. Service request
- D. Contracts
Answer: B,D
NEW QUESTION 73
The system needs to be set up to route all messages from Twitter that get created as service tickets to be handled by a specific team. Which feature of SAP Service Cloud can help with this?
- A. Work distribution
- B. Knowledge base integration
- C. Social channel setup
- D. Service Level Agreement
Answer: A
NEW QUESTION 74
What are the valid schedule types when creating maintenance plans? Note: There are 2 correct Answers to this question.
- A. Cyclical
- B. Recall
- C. Absolute
- D. Counter-based
Answer: A,C
NEW QUESTION 75
You request external prices from SAP ERP for your contract document. What do you need to display a valid condition record in SAP Service Cloud?
- A. Pricing procedure
- B. Price list
- C. Price scale
- D. Cross-selling list
Answer: A
NEW QUESTION 76
The system needs to be set up to route all messages from Twitter that get created as service tickets to be handled by a specific team.
Which feature of SAP Service Cloud can help with this?
- A. Knowledge base integration
- B. Social channel setup
- C. SLA
- D. Work distribution
Answer: A
NEW QUESTION 77
Which of the following features apply to time recording? Note: There are 3 correct answers to this question.
- A. You can activate the Microsoft Outlook integration for time recording.
- B. Code list restrictions are not possible for the Time Type field.
- C. Time sheets can be submitted for approval.
- D. Time recording can be done online or in offline mode.
- E. Automatic time recording can be done by clicking "Start recording" and "Stop recording".
Answer: C,D,E
NEW QUESTION 78
Which settings can you control for the e-mail channel setup? Note: There are 3 correct Answers to this question.
- A. Mashup service
- B. Channel type
- C. Channel direction
- D. Notification type
- E. Ticket type
Answer: B,C,E
NEW QUESTION 79
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.
- A. Ticket
- B. Maintenance plan
- C. Visit
- D. Contract
Answer: A,D
NEW QUESTION 80
Which of the following objects can you assign to an installed base at an item level? Note: There are 3 correct Answers to this question.
- A. Text
- B. Warranty
- C. Registered product
- D. Maintenance plan
- E. Product
Answer: A,C,E
NEW QUESTION 81
Which types of work distribution are possible for routing tickets in SAP Service Cloud? Note: There are 3 correct Answers to this question.
- A. Employee work distribution
- B. Territory work distribution
- C. Organizational work distribution
- D. Service category distribution
- E. Account work distribution
Answer: A,B,C
NEW QUESTION 82
What does the system automatically generate when you create a new employee in SAP Service Cloud?
- A. Workflow rule
- B. Service agent
- C. Organizational unit
- D. Business user
Answer: D
NEW QUESTION 83
What objects can be used to define work distribution rules? Note: There are 2 correct Answers to this question.
- A. Service agents
- B. Employees
- C. Territories
- D. Incidents
Answer: B,C
NEW QUESTION 84
Which element is needed to determine the due date for the initial ticket response in Service Level Agreements?
- A. Priority
- B. Document types
- C. Maintenance plan
- D. Service category
Answer: C
NEW QUESTION 85
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