According to the SAP Service Cloud Version 2 User Guide1, Playbooks for Leads and Opportunities are a customizable set of activity and action proposals tailored to each sales phase in a sales cycle. They help sales representatives to execute their sales tasks efficiently and effectively by providing guidance and best practices. Playbooks can be configured by sales managers or administrators to suit different sales scenarios and customer segments. Therefore, the correct answer is C. References = SAP Service Cloud Version 2 User Guide, page 66.

To enable users working in SAP Sales Cloud Version 2 to access S/4HANA Sales Management, you need to create a mashup. A mashup is a web-based application that combines data or functionality from different sources, such as SAP S/4HANA, into a single user interface. You can use mashups to display information from SAP S/4HANA in SAP Sales Cloud Version 2, or to navigate from SAP Sales Cloud Version 2 to SAP S/4HANA. For example, you can create a mashup that shows the sales order details from SAPS/4HANA in a pop-up window when you click on a sales order number in SAP Sales Cloud Version 2. You can also create a mashup that opens the SAP S/4HANA Sales Management app in a new browser tab when you click on a button in SAP Sales Cloud Version 2. References = Mashups, Create Mashups, SAP Sales Cloud Version 2 Integration Guides for SAP S/4HANA

Email templates are used to send personalized and consistent emails to customers or prospects. SAP Sales Cloud Version 2 supports three types of email templates: Response, Signature, and Campaign. Response templates are used to reply to customer inquiries or requests. Signature templates are used to add a professional signature to the email. Campaign templates are used to create and execute email campaigns for marketing or sales purposes. Complaint and Request are not valid template types in SAP Sales Cloud Version 2. References = Use E-Mail Templates for Sales Campaigns | SAP Help Portal, Solved: S/4 Hana Cloud - APP - Maintain Email Templates - SAP Community, Configuring Email Templates - SAP Customer Data Cloud

 Mobile Administration is a tool that allows administrators to configure the mobile app for SAP Service Cloud Version 2. Administrators can customize the header and list fields for different objects and views, such as calls, leads, opportunities, tasks, and more. Theheader fields are the fields that appear at the top of the object details screen, while the list fields are the fields that appear in the list view of the objects. By configuring the header and list fields, administrators can meet the business requirements of different roles and scenarios.

The correct answers are:

• A. Call list fields: Administrators can configure the call list fields to display the relevant information for each call, such as the account name, status, priority, duration, and more. This can help service agents to quickly identify and prioritize the calls they need to handle.
• C. Lead list fields: Administrators can configure the lead list fields to display the relevant information for each lead, such as the lead name, source, status, qualification, and more. This can help sales representatives to quickly identify and follow up on the leads they need to convert.
• E. Home page cards: Administrators can configure the home page cards to display the key information and actions for each role, such as the number of open tasks, calls, leads, opportunities, and more. This can help users to access the most important data and functions from the home screen of the mobile app.

The incorrect answers are:

• B. Target group list fields: Administrators cannot configure the target group list fields, as target groups are not supported in the mobile app for SAP Service Cloud Version 2. Target groups are collections of accounts or contacts that can be used for marketing campaigns or mass activities.
• D. Task header layout: Administrators cannot configure the task header layout, as the header layout is fixed for all objects in the mobile app for SAP Service Cloud Version 2. Administrators can only configure the header fields, but not the layout.

References = SAP Service Cloud Version 2 | SAP Help Portal (page 17), Mobile Administration - SAP Learning (page 4)

The Allowlist and Blocklist are used to control which accounts, contacts, or leads can be related to each other in the Relationship Management feature. You can define rules to specify which objects are allowed or blocked from being related. The settings that should be considered are:

• Once an entry is made on the block list, the allow list is void. This means that if you add an object to the block list, it will not be allowed to be related to any other object, regardless of the allow list. For example, if you block a competitor account, you cannot relate it to any of your customers or prospects, even if they are on the allow list.
• Once an entry is made on the allow list, the block list is void. This means that if you add an object to the allow list, it will be allowed to be related to any other object, regardless ofthe block list. For example, if you allow a partner account, you can relate it to any of your customers or prospects, even if they are on the block list.

References = You can find more information about these settings in the following resources:

• Solution Guide for SAP Service Cloud Version 2, pages 48-49
• SAP Service Cloud Version 2 - openSAP Microlearning, video “Configuring Relationship Management”

The SAP Business Accelerator Hub is a web portal that provides access to REST APIs for SAP Sales Cloud and SAP Service Cloud Version 2. These APIs can be used to integrate SAP Sales Cloud Version 2 with other SAP applications, such as SAP S/4HANA, SAP ERP, SAP CRM, and SAP SuccessFactors. The SAP Business Accelerator Hub also offers documentation, tutorials, and testing tools for the APIs. References = SAP Service Cloud Version 2 | SAP Help Portal, Outlining the Integration of Version 2 into SAP Software and Tech, SAP Business Accelerator Hub

The Lead Scoring Readiness Check is a tool that helps you assess whether you have enough data and configuration to use the Lead Scoring feature. Lead Scoring is a machine learning-based functionality that assigns a score to each lead based on its likelihood of conversion. To run the Lead Scoring Readiness Check, you need to have the following prerequisites:

• A Conversion Target, which is a field that indicates the desired outcome of a lead, such as a sales order or an opportunity. You can select the Conversion Target in the Lead Scoring Model Settings.
• A minimum of 1000 leads in converted status and a minimum of 1000 leads in declined status, based on the Conversion Target field. This is to ensure that there is enough data for the machine learning algorithm to learn from and generate a reliable model.
• A Lead Scoring Model, which is a container that holds the configuration and training data for the Lead Scoring feature. You can create a Lead Scoring Model in the Leads Intelligence work center view.
• A valid SAP Cloud Platform account with the required services enabled, such as SAP Cloud Platform Machine Learning Foundation and SAP Cloud Platform Integration. This is to enable the communication and integration between SAP Service Cloud Version 2 and the machine learning services.

If you meet these prerequisites, you can run the Lead Scoring Readiness Check by selecting the Lead Scoring Model and clicking on the Check Readiness button. The tool will analyze your data and configuration and provide you with a readiness score and a feedback report. The readiness score indicates how ready you are to use the Lead Scoring feature, and the feedback report provides you with suggestions and recommendations to improve your readiness. References = SAP Service Cloud Version 2 | SAP Help Portal, Train Lead Scoring Model