Knowledge quiz
It’s time to put what you’ve learned to the test, get 8 questions right to pass this unit.
Q1.
Which statement about the SAP Service Cloud Customer Service process is correct?
Choose the correct answer.
A
The process has 6 steps
B
Fourth step is Respond
C
Last step is Resolve issue
D
Repair Agent triggered
E
Service Agent triggered
Q2.
Which statement about the Field Service Management process is correct?
Choose the correct answer.
A
Work can be at a depot
B
Service visits are scheduled in Wrap-up
C
Time is logged in Logistics
D
Maintenance type is determined in Prepare
E
Needs are identified in step 2
Q3.
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
Legacy systems
B
Fast growing
C
A growing global market
D
High quality manufacturing
E
Sales and service
Q4.
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
View tickets escalated to him.
B
View the team queue.
C
Check the unassigned tickets.
D
Consult with his supervisor.
E
Check his Queue.
Q5.
Which of the following ways can a customer interact with a service agent using SAP Service Cloud?
There are two correct answers.
A
Work Requests
B
SAP FSM Integration
C
Chat
D
Email
Q6.
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
Perform service calls
B
Check the team queue for new tickets
C
Create a new territory
D
Provide expert advice on specific products
E
Create new tickets
Q7.
Which of the following can be done in the Quick View?
There are two correct answers.
A
Create a Record
B
Delete a record
C
Make a record a favorite
D
Flag a record
Q8.
Which status in the service order is useful before creating a billing document in ERP?
Choose the correct answer.
A
Confirmation
B
Open
C
In release for scheduling.
D
In Process.
Q9.
Which of these statements about Personalization is correct?
Choose the correct answer.
A
Is done at SAP Service Cloud set-up
B
Affects all users on the same team
C
Available upon request
D
Can be used to create widgets
E
Can be used to hide fields
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