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| Section | Weight | Objectives |
|---|---|---|
| Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
| Registered Products | <8% | - Use in service tickets |
| Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Warranty Management | <8% | - Warranty determination and processing |
| Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Service Request Management | 12%-16% | - Service level agreements (SLA) - Create and process service tickets - Escalation and routing rules |
| Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Installed Base | <8% | - Use in service tickets |
| Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
1. 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.
A) Organizational unit
B) Business user
C) Employee
D) Business role
2. You need to configure an automated email response to your customer when a service technician is assigned to a ticket. Which actions do you perform is SAP Cloud for Customer? Note: There are 2 correct answer to this question.
A) Define an approval process
B) Set up notification of delegates
C) Configure email channels
D) Build a workflow
3. Which of the following data formats is used for authentication in SAP Employee Central Service Center?
A) OpenlD2.0
B) SPNEGO
C) SAML
D) X 509
4. 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.
A) Export data to local file
B) Align data fields with input fields
C) Realign territory data
D) Find and fix errors in the data file
E) Upload data from the template file
5. Which field identifies a ticket as relevant for a field service scenario?
A) Processing Type
B) Organization
C) Leverage indicators
D) Requires Work
Solutions:
| Question # 1 Answer: C,D | Question # 2 Answer: A,B | Question # 3 Answer: C | Question # 4 Answer: A,C,D | Question # 5 Answer: B |
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