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
High quality manufacturing
C
Fast growing
D
Sales and service
E
Legacy systems
Q2.
Which one of the following statements about Adaptation is false?
Choose the correct answer.
A
Is accessed from the User menu
B
Can add a new field to a work center
C
Changes made impact all users
D
Enabled by selecting it in company settings
E
Is used to customize and extend SAP Service Cloud
Q3.
Which of these statements about Personalization is correct?
Choose the correct answer.
A
Available upon request
B
Is done at SAP Service Cloud set-up
C
Can be used to hide fields
D
Can be used to create widgets
E
Affects all users on the same team
Q4.
What are the three types of mashup?
Choose the correct answer.
A
URL; HTML; and data
B
URL; embedded; and data
C
HTML; embedded; and data
D
URL; HTML; and embedded
E
Web service; display; tweet
Q5.
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
Consult with his supervisor.
B
Check his Queue.
C
Check the unassigned tickets.
D
View the team queue.
E
View tickets escalated to him.
Q6.
Which of the following ways can a customer interact with a service agent using SAP Service Cloud?
There are two correct answers.
A
Chat
B
SAP FSM Integration
C
Work Requests
D
Email
Q7.
Which status in the service order is useful before creating a billing document in ERP?
Choose the correct answer.
A
Open
B
Confirmation
C
In Process.
D
In release for scheduling.
Q8.
Which of the following can be done in the Quick View?
There are two correct answers.
A
Delete a record
B
Flag a record
C
Create a Record
D
Make a record a favorite
Q9.
Which statement about the SAP Service Cloud Customer Service process is correct?
Choose the correct answer.
A
Fourth step is Respond
B
Last step is Resolve issue
C
The process has 6 steps
D
Service Agent triggered
E
Repair Agent triggered
Q10.
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?