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| Section | Objectives |
|---|---|
| Topic 1: Service Request Processing | - Service orders and notifications - Service request management |
| Topic 2: Service Analytics and Integration | - Integration with other SAP solutions - Reporting and analytics |
| Topic 3: SAP Service Cloud Overview | - Solution architecture and capabilities - Understanding SAP Service Cloud concepts |
| Topic 4: Service Contract and Resource Management | - Resource and scheduling setup - Service contract configuration |
Question 1
Which of the following prepackaged mashups exist for SAP Cloud for customer?
A. Hotmail
B. Mind touch
C. SAP Jam
D. Google Maps
Question 2
Which of the following data items are required to create a registered product? Note: There are 2 correct answers to this question.
A. Reference date
B. Customer
C. Warranty ID
D. Serial ID
Question 3
You enable e-mail integration with SAP Cloud for Customer service request management. Which types of customers are supported for the email channels? Note: There are 2 correct answers to this question.
A. Competitors
B. Parents
C. Individual customers
D. Accounts
Question 4
What is the correct sequence of steps for the process when creating tickets?
A. 1. Analyze incident categories
2. Determine service categories
3. Determine SLA
4. Determine ket dates
B. 1. Determine service categories
2. Analyze incident categories
3. Determine ket dates
4. Determine SLA
cement (SLA) evaluation
C. 1. Analyze incident categories
2. Determine service categories
3. Determine ket dates
4. Determine SLA
D. 1. Determine service categories
2. Analyze incident categories
3. Determine SLA
4. Determine ket dates
Question 5
During scoping, you have selected the option to allow multiple territories per account. How does this impact the system behavior in the realignment of accounts and territories? Note: There are 2 correct answer to this question.
A. More than one set of territory rules become active.
B. The define exceptions steps is disabled.
C. The system uses the first rule that applies when making territory assignments.
D. Additional fields become available for territory determination.
Solutions:
| Question 1 Answer: A,C | Question 2 Answer: A,D | Question 3 Answer: C,D | Question 4 Answer: A | Question 5 Answer: B,D |
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