Knowledge quiz
It’s time to put what you’ve learned to the test, get 8 questions right to pass this unit.
Q1.
What is the primary reason why SAP Cloud for Customer would be a perfect fit for an example business case company like Aspen Bicycles?
Choose the correct answer.
A
A growing global market
B
Fast growing
C
Legacy systems
D
High quality manufacturing
E
Sales and service
Q2.
Which configuration task would be completed in Fine Tuning?
Choose the correct answer.
A
Activate maintenance plans
B
Configure warranties
C
Integrate with external systems
D
Define a range of numbers
E
Add a country
Q3.
Which one of the following statements about Adaptation is false?
Choose the correct answer.
A
Is accessed from the User menu
B
Is used to customize and extend SAP Service Cloud
C
Enabled by selecting it in company settings
D
Can add a new field to a work center
E
Changes made impact all users
Q4.
Which of these statements about Personalization is correct?
Choose the correct answer.
A
Can be used to hide fields
B
Can be used to create widgets
C
Affects all users on the same team
D
Available upon request
E
Is done at SAP Service Cloud set-up
Q5.
A service agent’s day consists of any tasks that contribute to a first-class service experience for their customers. Given this, which of these is a valid task for a service agent?
There are two correct answers.
A
Provide expert advice on specific products
B
Create a new territory
C
Create new tickets
D
Perform service calls
E
Check the team queue for new tickets
Q6.
What are the three types of mashup?
Choose the correct answer.
A
URL; HTML; and embedded
B
URL; HTML; and data
C
HTML; embedded; and data
D
Web service; display; tweet
E
URL; embedded; and data
Q7.
Which statement about the SAP Service Cloud Customer Service process is correct?
Choose the correct answer.
A
Fourth step is Respond
B
The process has 6 steps
C
Service Agent triggered
D
Repair Agent triggered
E
Last step is Resolve issue
Q8.
What is David, a service agent, expected to do first to determine the priority of his tasks at any given time?
Choose the correct answer.
A
Check the unassigned tickets.
B
View the team queue.
C
Check his Queue.
D
View tickets escalated to him.
E
Consult with his supervisor.
Q9.
Which statement about the Field Service Management process is correct?
Choose the correct answer.
A
Service visits are scheduled in Wrap-up
B
Time is logged in Logistics
C
Needs are identified in step 2
D
Work can be at a depot
E
Maintenance type is determined in Prepare
Q10.
Which of the following can be done in the Quick View?
There are two correct answers.
A
Create a Record
B
Flag a record
C
Delete a record
D
Make a record a favorite
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