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Questions # 1:

Depending on defined conditions, the status of the ticket needs to be set to escalated. Which tool is suitable for this?

Options:

A.

Workflow rule

B.

Activity planner

C.

Activity list

D.

Visit planner

Questions # 2:

What steps must you take to set up SAP Jam as your knowledge base? Note: There are 2 correct answers to this question.

Options:

A.

Create knowledge base articles in SAP Service Cloud.

B.

Integrate with MindTouch.

C.

Configure the relevant question in scoping.

D.

Choose the correct SAP Jam group in the knowledge base configuration settings.

Questions # 3:

What can the service categories in the service catalog be used for? Note: There are 3 correct answers to this question.

Options:

A.

Determining fine-tuning settings

B.

Controlling responsibility

C.

Controlling validity of the service catalog

D.

Reporting

E.

Determining service level assignments

Questions # 4:

Question 42: You want to create a service ticket with a reference to an installed base, but installed base is not available for

selection.

What could be the reason?

Options:

A.

You need to be maintained as the contact for the installed base.

B.

The installed base is in status "In Preparation" and needs to be activated.

C.

The address of the installed base does not match the account.

D.

You need to update the skills in the service ticket and the installed base.

Questions # 5:

How can you restrict access to Product View?

Options:

A.

Territories

B.

Service Unit of Employee

C.

Employee

D.

Sales Data of Employee

Questions # 6:

Which feature allows the scheduling of automatic ticket creation?

Options:

A.

Realignment run

B.

Service plans

C.

Registered products

D.

Maintenance plans

Questions # 7:

Which types of work distribution are possible for routing tickets in SAP Service Cloud? Note: There are 3 correct answers to this question.

Options:

A.

Account work distribution

B.

Organizational work distribution

C.

Service category distribution

D.

Territory work distribution

E.

Employee work distribution

Questions # 8:

Which of the following options can be used to control the access rights of a user in transactions? Note: There are 2 correct answers to this question.

Options:

A.

Activate Scoping Item Determination for Territory Owner in Transaction

B.

Usage of Delegates

C.

Assign Restriction Rules

D.

Configure Work Distribution Rules for Employees

Questions # 9:

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.

Options:

A.

Data can be loaded only once.

B.

Field definitions are not relevant.

C.

There is a template available for each object that allows tool-supported migration.

D.

The template structure is predefined and cannot be changed.

Questions # 10:

Which types of categories can be used in the service catalog? Note: There are 3 correct answers to this question.

Options:

A.

Incident category

B.

Cause category

C.

Process category

D.

Maintenance category

E.

Warranty category

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