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| Section | Weight | Objectives |
|---|---|---|
| Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Warranty Management | <8% | - Warranty determination and processing |
| User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Registered Products | <8% | - Use in service tickets |
| Administrative Configuration | 8%-12% | - Business configuration activities - Approval processes |
| Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Installed Base | <8% | - Use in service tickets |
| Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Service Request Management | 12%-16% | - Create and process service tickets - Service level agreements (SLA) - Escalation and routing rules |
| Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
1. Which of the following functions can you perform using the language adaptation tool?
A) translate action buttons
B) Translate extension field labels
C) Translate notes entered by a user
D) Translate work center and view labels
2. When a user creates service ticket, what product type is supported for determining the warranty?
A) List product
B) Entitlement product
C) Individual product
D) Registered product
3. Which of the following objects can you integrate with SAP CRM? Note: There are 3 correct answers to this question.
A) Van stock
B) Social media profiles
C) Vendors
D) Opportunities
E) Service requests
4. What field controls how SAP ERP handles an item that is released from an SAP Cloud for Customer work ticket to SAP ERP?
A) Scheduling relevant
B) Ticket type
C) Processing type
D) Invoicing method
5. A user reports an incident. The administrator determines that this incident needs to be reviewed by SAP Support. What is the next step the administrator must perform in SAP Cloud for Customer?
A) Confirm the incident
B) Forward the incident to the provider
C) Respond to the requestor
D) Task over the incident
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: B,C,E | Question # 4 Answer: D | Question # 5 Answer: A |
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