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Using SAP Service Cloud
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Managing Customer Interaction
Following a Day in the Life of a Service Agent
Identifying the Features and Processes of SAP Service Cloud
40 min
Performing Daily Tasks
2 hr 10 min
Quiz
Managing Customer Interaction
Managing Customer Interaction
1 hr 50 min
Quiz
Following a Day in the Life of a Field Service Technician
Performing a Service Call
1 hr
Quiz
Managing Objects to Support the Service Process
Implementing a Recall Campaign
25 min
Quiz
Following a Day in the Life of a Service Agent
Identifying the Features and Processes of SAP Service Cloud
40 min
Performing Daily Tasks
2 hr 10 min
Quiz
Managing Customer Interaction
Managing Customer Interaction
1 hr 50 min
Quiz
Following a Day in the Life of a Field Service Technician
Performing a Service Call
1 hr
Quiz
Managing Objects to Support the Service Process
Implementing a Recall Campaign
25 min
Quiz
Knowledge quiz
It's time to put what you've learned to the test, get 5 right to pass this unit.
1.
What is the work distribution process?
Choose the correct answer.
Involves automatically taking inbound phone calls.
Call routing to evenly distribute the workload.
The provision of a range of communication channels for customers.
Call distribution by customers' service level agreements.
Configurable work distribution rules for ticket routing.
Combined service level agreements and communication methods.
2.
On which menu will you find the option to escalate a service ticket?
Choose the correct answer.
View
Service
Actions
Activities
Work Center
3.
In what application does the service agent see the contact information for incoming calls?
Choose the correct answer.
Service Agent Desktop
Live Activity Center
Call Center
Live Chat
Broadcast Message
4.
Which feature in SAP Service Cloud can be used to control the reaction time in service ticket?
Choose the correct answer.
Work Distribution.
Communication Channel.
Maintenance Plan.
SLA
5.
Which report could you use for the key performance indicator of ticket resolution time?
Choose the correct answer.
Incident History
Dashboard
KPI History
Tickets by Status
Ticket Backlog
6.
Which of the following is true regarding using a knowledge base with SAP Service Cloud?
There are two correct answers.
SAP Service Cloud includes a knowledge base
SAP Service Cloud allows integration with third party knowledge bases
Contacts can create their own knowledge base articles
Service Agents can share knowledge base articles with contacts
The SAP Service Cloud knowledge base is called Solution Finder