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Question # 4

Which best practice actions are suggested for incident management? Note: There are 3 correct answers to this question.

A.

Report the incident from the screen in which the issue occurs.

B.

Keep the incident lightweight and use screenshots only if it is necessary.

C.

Check for solutions in the Help Center.

D.

Always create the incident with medium priority and adjust it later if applicable.

E.

Always include step-by-step instructions on how to recreate the issue.

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Question # 5

You set up an e-mail channel to process incoming tickets and create new customers for unknown senders. Which action should you take if you would rather route unknown senders to a common inbox (Unassociated E-mails)?

A.

Switch from channel type B2B to B2C.

B.

Switch from channel direction inbound to outbound.

C.

Switch from channel type B2C to B2B.

D.

Switch from channel direction outbound to inbound.

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Question # 6

Which of the following Data Workbench actions are supported for a complete business object? Note: There are 2 correct answers to this question.

A.

Delete

B.

Update

C.

Upsert

D.

Insert

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Question # 7

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.

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

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Question # 8

Which components delivered by SAP Service Cloud provide CTI integration? Note: There are 2 correct answers to this question.

A.

CTI Client Adapter

B.

Live Activity pane

C.

CTI Desktop pane

D.

CTI Client pane

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Question # 9

Which option do you have to mark a field as mandatory?

A.

Page layout configuration

B.

Disable personalization settings

C.

Maintenance of access restrictions in the business role

D.

Use Key user tool adaptation

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Question # 10

Question 8: What types of mashups are available in SAP Service Cloud?

Note: There are 2 correct answers to this question.

A.

HTML mashups

B.

URL mashups

C.

ASAP mashups

D.

Internal mashups

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Question # 11

When should you use the templates provided in the Data Workbench?

A.

When the Mass Change Account Data tool is used

B.

When customer data needs to be loaded quickly

C.

When there is unstructured legacy data

D.

When data volume is low

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Question # 12

Which action should an administrator take to get a system bug fixed within SAP Service Cloud?

A.

Create an incident.

B.

Send an e-mail to SAP Cloud Support.

C.

Document an influencer story.

D.

Report a ticket.

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Question # 13

Which of the following options are possible for permissions?

A.

If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no access.

B.

Unrestricted access rights override any restrictions you have defined.

C.

Restricted access rights override any unrestricted access you have defined.

D.

You can decide, per view, if the access rights should override any restrictions you have defined or not.

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Question # 14

What can you use to keep track of new knowledge base articles and changes made to the existing ones if you have set up SAP Jam as a knowledge base?

A.

Knowledge Base fine -tuning activity

B.

Solution finder

C.

Broadcast

D.

Feed

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Question # 15

You have configured the Service Level Agreements (SLAs) and their determination rules, but they are not derivedin the service ticket.

Which of the following could be a reason for that?

Note: There are 2 correct answers to this question.

A.

A workflow rule has to be scheduled to trigger the determination.

B.

The system background job for SLA determination runs every 30 minutes and has not been executed yet.

C.

The determination rules have been configured, but not activated.

D.

The question related to SLAs must be activated in project scoping.

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Question # 16

What can you do to give employees easy access to a centralized repository of information that would help withticket resolution?

Note: There are 2 correct answers to this question.

A.

Create a migration template.

B.

Configure SAP Jam as knowledge base.

C.

Create a broadcast.

D.

Integrate MindTouch.

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Question # 17

Question 33: In the ticket, there is no warranty determined for the registered product. Which of the following reasons could be a cause?

A.

The warranty is expired.

B.

The warranty is set to active.

C.

The registered product has no installed base assignment.

D.

The ticket is escalated.

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