SERSER

What activities do you perform in the administrator work center to enable a new social media channel? There are 3 correct answers to this question. Set up service level determination for the social media channel. Set up ticket routing for the social media channel. Select the channel type. Create and schedule social media import run. Set up access to social media account.

Wich of the following tools in SAP Cloud for Custumer can you use to assign a work item to a service technician?. Multiresource Scheduling. Visit planner. Resource Scheduler. Resource Planner.

What does a Simulate Run action display in maintenance plans?. The numer objects for wich a work tickets would be created. The top 10 objects for wich a work ticket would be created. A success status to indicate if the maintenance plan run was succcessful. A list of all objects for wich a work ticket would be created.

Wich of the following plataforms can you integrate out-of-the-box with SAP Cloud for Customer?. SAP JAM. MindTouch. Google Docs. Microsoft Sharepoint.

Which field do you use when allowing resource planning of service ticket items?. Scheduling relevant. Resource relevant. Dispatch relevant. Demand relevant.

Which of the following involved parties are supported by default for the installed base and installed base items? Note: There are 3 correct answers to this questions. Employee responsible. Territory manager. Customer. Service engineer. Service technician team.

From wich of the following lists do you add products to the maintenance items?. Product categories. Registered products. Products from related tickets. Product list.

Your test tenants have been upgrade. Your production tenants will be upgrade in two weeks. Which activities should you NOT perform during these two weeks in the production tenant? Note: there are 2 correct answea to this question. Apply SDK solution. Create Bussiness Roles. Upload data using the Mass Data Maintenance Tool. Request new tenants.

Where do you set up a custom report to appear in the SAP Cloud for Customer insight app?. Home page. Analysis work center. Adapation mode. Business Analytics work center.

How would the integration of SAP JAM with SAP Cloud for Customer benefits service agents? Note: There are 2 correct answer to this question. They can attach Knowledge Base articles to tickets. They can navigate to SAP JAM to search for Knowledge Base articles. They can view Knowledge Base group updates in the Feed pane. They can edit Knowledge Base articles in the agent workspace.

Wich channel types are supported in SAP Cloud for Customer?. Business-to-business. Employee support. Business-to-consumer. Business-to-customer. Consumer-to-consumer.

Which field is used for sending a spare parts confirmations from a SAP Cloud for Customer work ticket to SAP ERP?. Target quantity. Actual quantity. Planned quantity. Consumed quantity.

To which objects can you add an installed base?. Visit. Ticket. Contract. Maintenance plan.

Which of the following SAP Cloud for Customer business objects are integrated with SAP Commerce?. Campaign. Lead. Customer. Ticket.

Which of the following prepackaged mashups exist for SAP Cloud for customer?. Hotmail. SAP Jam. MindTouch. Google Maps.

When using data migration template for the initial load, which activities are parts of the migration process? Note: There are 3 correct answers to this question. Upload data from the template file. Find and fix errors in the data file. Realign territory data. Export data a local file. Align data fields with input fields.

You want to send automatic email responses to your customer when a service advisor is assgned to an incoming complaint. The email responses should use your company branding template. Which of the following steps must you perform in SAP Cloud for customer to achieve this workflow requirement? Note: There are 2 correct answer to this question. Define a rule for the individual Customer business object. Define the rule type as an alert. Define notification placeholders. Define a condition for the agent field.

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. The system uses the first rule that applies when making territory assignments. The define exceptions steps is disabled. Additional fields become available for territory determination. More than one set of territory rules become active.

You enable email integration with SAP Cloud for Customer service request management Which partner types are supported for the email channels? Note: There are 2 correct answer to this question. Corporate customers. Individual customers. Group customer. Competitors.

When a valid warranty is NOT determinated in a service ticket, what must be the uncovered incident category?. Cause category. Resolution category. Incident category. Product category.

Which of the following object can be created in SAP ERP when a work ticket from SAP Cloud for Customer is released to SAP ERP? Note: There are 3 correct answers to this question. Billing request. Good issue. Purchase order. Service order. Internal order.

What are service agents used for when setting up an SAP Cloud for Customer system? Note: There are 2 correct answers to this questions. To assign accounts to business users. To restore system default settings. To scope the system. To create business users.

You are setting up the connection between SAP JAM and SAP Cloud for Customer Where do you enable this integration? Note: There are 2 correct answer to this question. In general settings under the administration work center. In integration under the business configuration work center. In scoping under the Busines Configuration work center. In Service and social general settings under the administrator work center.

You need to maintain an installed base How can you prevente from selecting it in a ticket while you make these changes?. Keep the installed base in the " in preparation" status. Add new inactivate item to the structure of the installed base. Download the installed base for offline editing. Use an action to block the installed base if it is activate.

You need to define an automatic field update in a service ticket based on certain conditions. Which object do you use?. Workflow. Approbal. Notification. Task.

Which of the following work center views display maintenance plans created with reference to the respective objects? Note: There are 2 correct answers to this question. Contract. Registered product. Customer. Installation point.

Who can approve time reports created by the service technicians? Note: There are 2 correct answers to this question. Reporting line manager. Territory manager. Fuctional unit manager. Service line manager.

Which field controls how SAP ERP handles an item that is released from a SAP Cloud for Cutomer work ticket to SAP ERP?. Coverage indicator. Processing type. Scheduling relevant. Invoicing method.

When you create items in an installed base, wich of the following item categories are suported?. Installation point. Product. Text. Registered product. Warranty products.

Which of the following functions are provide by the SAP add in for microsof excel? Note: There are 2 correct answer to this question. Publish Microsoft Excel workbooks to the microsoft sharepoint from SAP Cloud for Customer. Upload Microsoft excel worksbook to SAP Cloud for Customer. Share SAP Cloud for Customer report data using Object Liniking and Embedding (OLE). Insert SAP Cloud for Customer reorts into Microsoft Excel spreadheets.

Which of the following tools can you use to rectrict the business role level in SAP Cloud for Customer? Note: There are 2 correct answer to this question. Mush-ups. Page layouts. Code list restrictions. Language adaption.

You need to configure an automated email response to your customer when a service technician is asigned to a ticket. Which actions do you perfom is SAP Cloud for Customer? Note: There are 2 correct answer to this question. Build a workflow. Define an approval process. Set up notification of delegates. Configure email channels.

You create a custom report Which of the following activities can you perform as a follow up? Note: Thera are 2 correct answers to this question. Add key figures and characteristcs. Create a report view in a web browser. Assign the report to a work center. Change the data source.

Which of the following actions can you perform with the administration adaption fuction when using silverlight? Note: There are 2 correct answers to this question. Create an extension field and define its properties. Create a code list restriction for standard and extension fields. Enter default extension field values based on business logic. Assign a page layout to achieve dynamic user interfaces.

Which scoping element from customer care do you select to enable SAP JAM as a Knowledge Base in SAP Cloud for Customer?. Service an repair. Communication for customer care. Knowledge Base. Service request management.

In SAP Cloud for Customer (C4C), What information is updated when the C4C contract is succesfully replicated to SAP ERP? Note: There are 2 correct answers to this question. Pricing status. Transfer status. External ID. Total price.

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. Assign tickets to the last processor. Manage business tasks for employee support. Disable the profanity check for outbound responses. Create or delete custom channels.

When a user creates service ticket, what product type is supported for dertermining the warranty?. Individual product. Entitlement product. Registered product. List product.

Which functionality do you use to schedule a preventive service?. Maintenace plan. Visit planer. Resource scheduler. Work distribution rule.

To which objects can you add a registered product?. Sales order. Installed base. Survey. Service ticket.

What information is determinated from the registered product in a service ticket? Note: there are 2 correct answer to this question. Pricing condition. Service entitlement. Maintenance plan. Warranty information.

Which of the following data items are requerid to create a registered product? Note: There are 2 correct answers to this question. Serial ID. Reference date. Customer. Waranty ID.

How do you restrict the completion of the main ticket when the related sub ticket are still open?. By enabling scoping questions. By creating workflowrule. By Activiting fine tuning activities. By creating a user defined ticket status.

How do you maintain a service catalog after you have released it?. You create a new version of the current catalog. You update the structure of the current catalog. You change the usage of the current catalog. You delete the current catalog and create a new catalog.

Where can you enable a bussines fuction if a work center is NOT listed in the access rights of a business user?. Application and user management. Scoping. Fine tuning. Administration.

For registered products, counter readings are recorded in which of the following facets?. Items. Maintenance plans. Measurement logs. Measuerments.

To which of the following entities must you assign the phone call work center view to access the live activity pane for computer telephony integration (CTI)? Note: There are 2 correct answers to this question. Business user. Employee. Organizational unit. Business role.

Which of the following elements can you use to set up routing rules for service tickets? Note: There are 2 correct answers to this question. Channel type. Escalated Date. Warranty. Escalation status.

How can yo maintain high data volumes is sap cloud for customers? Note: there are 2 correcto answers to this question. Use a standar data migration template to populate data. Use mass data maintenance to correct data directly. Use a custom data migration template to populate data. Use mass data data maintenance to download and upload data.

What can you use to control use privileges in Sap Cloud for Customer Note: There are 3 correct answers to this question. Work center view. Code list restriction. Approval process. Business role. Business configuration.

Which field identifies a ticket as relevant for a field service scenario?. Scheduling relevant. Requires work. Division. Service organization.

When would you implement the approval function in SAP Cloud for customer? Note: There are 2 correct answers to this question. You want another user to view a business object before it can be processed further. You want to define multiple review processes for the same business object. You want the direct aprover of a business object to be the reporting line manager. You want to define multiple review steps for the same business object.

Which of the following objects deliver a default approval process? Note: There are 2 correct answer to this question. Ticket. Account. Visit. Opprtunity.

For which of the following reasons would you create a business role? Note: There are 3 correct answers to this question. You want to make custom reports available on the home page. You want to set up a service agent for an administrator. You want to perform fine-tuning activities. You want to standardize system acces. You want to restrict drop-down list values for a specific group of users.

Which of the following functions can you perform using the lenguage adaptation tool?. Translate action buttons. Translate work center and view labels. Translate notes entered by a user. Translate extension field labels.

When would you use data migration templates instead of entering data manually? Note: There are 2 correct answers to this question. When data is loaded from multilple applications. When integration has been scoped. When the data volumen is low. When data must be loaded quickly.

Which object is used for representing work tickets from SAP cloud for customer in SAP Multi Resource Scheduling?. Debit memo request. Internal order. Demand. Service order.

How can you give a business user access to a work center view? Note: There are 2 correct answers to this question. Assing the business user to the organizational structure. Copy the access right from a business user who already has access to the work center view. Use business scoping to activate the work center containing the view. Create a business role that has access to the work center view and assing it to the bussines user.

Which of the following objects are used as collectors when you release work ticktes from SAP Cloud for customer to SAP ERP? Note: there are 2 correct answers to this questions. Contract. Internal order. Sales order. Debit memo request.

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. CTI Client adapter. Live activity pane. CTI desktop client. CTI client server.

Which of the following data formats is used for authentication in SAP Employee Central Service Center?. X 509. SPNEGO. SAML. OpenID 2.0.

Which of the following are supported as part of the packaged integration capabilities when connecting SAP Cloud for Customer with CRM? Note: there are 3 correct answers to this question. Currency conversion rates. Recent orders. Social media profiles. Service requests. Opportunities.

A user is assigned two work centers that contain the same view. In the first work center, the user has unrestricted read and write access in the second work center, the user has read only access. Which access rights does the user get for this view in both work center?. Restricted read and write acccess. Restricted read access and unrestricted write access. Unrestricted read and write access. Unrestricted read access and rectricted write access.

Which of the following elements is optional when you configure a service level?. alert when overdue. type of service. Net labor time. Ticket priority.

What information is requerid to automatically schedule a maintenance plan? Note: There are 3 correct answers to this question. Ticket category. Service team. Measurement attributes. MDRO run. Schedule condition.

From where can you consume spare parts in SAP ERP for use in a SAP Cloud for Customer work ticket integration scenario? Note: There are 2 correct answers to this question. Depot stock. Special stock. Consinment stock. Plant stock.

Which of the following can you use to restrict the values of a dropdown list?. Key user tool (KUT). Acces rights. Code list. Page layout.

What is the correct sequence of steps for the automatic service level agreement (SLA) evalutation process when creating tickets?. 1. Analyze incident categories 2. Determine Service Categories 3. Determine SLA 4. Determine Key Dates. 1. Determine Service Categories 2. Analyze incident categories 3. Determine SLA 4. Determine Key Dates. 1. Determine Service Categorie 2. Analyze Incident Categories 3. Determine Key Dates 4. Determine SLA. 1. Analyze Incident Categories 2. Determine Service Categories 3. Determine Key Dates 4. Determine SLA.

A user reports an incident. The administrator determines that this incident needs to be reviewed by SAP Support. What is the next step the administrator must perform in SAP Cloud for Customer?. Task over the incident. Forward the incident to the provider. Confirm the incident. Respond to the requestor.

Wich data is sunchronized bidirectionally between SAP Cloud for customer and SAP CRM on premise?. Activity. Ticket. Promotion. Campaign.

In order to update the status of multiple subtickets, what action does the agent perform?. Mass subticket cancellation. Mass subticket creation. Mass subticket status update. Mass subticket completion.

What must you consider when you want to upload master data to SAP cloud for customer using templates? Note there are 3 correct answers to this question. The template structure is predefined an CANNOT be changed. You need to identify the data dependencies for the migration template. You do NOT need to know the definitions of each of the fields. There is a template available for each object that allows tool-supported migration. You can upload the data only once.

Which of the following are initial task requerid to configure SAP Cloud for customer? Note: There are 3 correct answers to this question. Define the organizational structure. Create extension fields. Complete fine-tuning activities. Set up scoping.

Which actions can you perform when you maintain organizational work distribution rules? Note: There are 2 correct answers to this question. Download. Copy. Delete. Upload.

Which date type do you use when determining the start of the warranty?. Reference date. Creation date. Requested date. Due date.

What is the difference between a bussines user and employee? Note: There are 2 correct answers to this question. Business users can be assigned access right and business roles; employees cannot. Employee can be assigned access rights and business roles; busines user cannnot. Employess need to be assigned directly to the organizational structure; business users must not. Business users can be created using the data migration template; employee cannot.

Which of the following actions are supported by the email communication channel? Note: There are 2 correct answers to this question. Broad cast emails to a group of individuals. Route unknow sender email to common inbox. Create activities from inbound email. Create service tickets from inbound emails.

in which of the following ways can a service technician record and manage time? Note: There are 2 correct answers to this question. Manually using service entry screen. Manually using time entry screen. Automatically using start/stop buttons. Automatically using background jobs.

Which of the following are data migration master data templates? Note: There are 3 correct answers to this question. Discount list. Personal addresses and contacts. Campaigns. Account hierarchies. Business configuration.

When a scheduling condition is evaluated for a maintenance plan, what entity is it based on?. Maintenance item counter reading. Maintenance product quantity value. Maintenance product measurement reading. Maintenance item serial number.