Knowledge quiz

It's time to put what you've learned to the test, get 4 right to pass this unit.

Choose the correct answer.

Phone only

E-mail, Phone (CTI), Web self service portal, Chat, Branded Communities, Social-Media

Web portal only

E-mail response management only

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To improve financial management

To provide context relevant recommendations

To manage inventory levels

To track employee attendance

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By automating all service interactions

By engaging the right subject matter experts across the organization through case management

By limiting collaboration between teams

By reducing the number of cases being handled

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It forces the customer to restart the conversation

It does not allow any transfers between channels

It enables seamless transfer between channels while maintaining context

It restricts the use of chatbots during live-agent conversations

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SAP CRM

SAP Build Tools

SAP S/4HANA

Microsoft Power BI

Learning