SERSER V2

SAP service cloud includes features in the following fuctional areas: Note: there are 4 correct answers to this question. Omni - Channel Service. Productivity. Integration. Service forecasting. Mobility.

There are different channel available to customer to contact a service agent, including the following: Note: There are 4 correct answers to this question. Email. Phone. SAP Hana Self Support Portal. SAP Service integration kit. Chat.

Work distribution for tickets can be maintained in wich of the following differentes ways? Note: There are 3 correct answers to this question. Organization work distribution. Terrytory management. Service level distribution. Employee work distribution.

SAP Jam can be used as Knowledge Base source in Service Tickets. True. False.

Which of the following information is not requerid to create a Registerd product. Customer. Service agent. Product. Serial ID.

When an agent creates a ticket with a registered product, the warranty is automatically determined by the relationship formed in the warranty to the registered product. true. false.

The schedule type and schedule condition are requerid when creating a maintenance plan. True. False.

Choose the correct answer. Which of the following is true?. once the ticket is ready for planning, the work progress is set to Release for Execution. Once the ticket is ready for planning, the work progress is set to Release for Scheduling. Once the ticket is ready for planning, the work progress is set to Release for Time Recording.

Determine whether this statement is true or false Workflow rules can be maintained to automatically create opportunities from contracts. True. False.

Choose the correct answer(s). Response Templates can include ______________. Workflow approvals. Branding elements (company logo, header, and footer). Placeholders to pre-populate data from the Ticket.

Determine whether this statement is true or false. A manager can open the (parent) ticket that represents, for example, an electric outage, and see all the (sub) tickets that have been connected to it. True. False.

Choose the correct answer(s). The actual working time and effort in the SAP Service Cloud work ticket are used to create which of the following in SAP ERP?. Sales Order. Internal Order. Invoice. Goods movement. Time sheets. Billing request.

Determine whether this statement is true or false. An SAP Cloud for Customer Call Center agent can access a Product Catalog in SAP Commerce Cloud to solve a customer problem or respond to inquiries. True. False.

Determine whether this statement is true or false. You can upload a cloud data source both manually and using web services. true. false.

Determine whether this statement is true or false. Administration and configuration functionality is available in the SAP Fiori Client UI. True. False.

Choose the correct answer(s). Which of the following priorities are available for SAP Cloud for Customer ticket response times?. Immediate. Urgent. Very High. Low. Medium.

Determine whether this statement is true or false. Administration and configuration functionality is available in the HTML5 UI. True. False.

Determine whether this statement is true or false. An account, a contact person, and an individual customer are all independent business partners. True. False.

Choose the correct answer(s). A product has the following components: Note: There are 4 correct answers to this question. Product Category: Product data is maintained in the Administrator facet. Price Usage: here it is defined for which business objects a certain price is relevant. Product Basic Data: Represents the product itself. Price and Discount: Maintains pricing for products when pricing is local to SAP Cloud for Customer.

Determine whether this statement is true or false. An employee can belong to multiple organization units. True. False.

Choose the correct answer(s). It is possible to restrict access rights with the following access restrictions: Note: There are 3 correct answers to this questions. No access. Unrestricted. Restricted. Partly Unrestricted.

Determine whether this statement is true or false. Extension fields added to the user interface must be manually added to the migration templates as well. True. False.

Choose the correct answer. The four-step process in workflow rule definition involves the following: Select Object>Choose Timings>Define Conditions>Define Action. Define Conditions>Define Action>Review Rule> Confirm Rule.

Determine whether this statement is true or false. Administrators cannot disable user personalization settings. True. False.

Choose the correct answer(s). In the key user tool, which of the following properties are available for fields?. Mandatory. Invisible. Read Only. Hidden.

Choose the correct answer. A productive tenant subscription for SAP Cloud for Customer has the following features: It entitles the customer to a single productive tenant. The customer must purchase an additional test tenant.

Which of the following customer touchpoint does SAP Cloud for customer offer to record service ticket?. Email. Facebook. Twitter. Linkedin. Blogs.

Extension field added to the user interface must be manually added to the migration templates as well. True. False.