It’s time to put what you’ve learned to the test, get 8 questions right to pass this unit.
Q1.
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
Flag a record
D
Make a record a favorite
Q2.
Which of these statements about Personalization is correct?
Choose the correct answer.
A
Is done at SAP Service Cloud set-up
B
Can be used to hide fields
C
Affects all users on the same team
D
Can be used to create widgets
E
Available upon request
Q3.
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
Perform service calls
D
Create new tickets
E
Check the team queue for new tickets
Q4.
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
Email
D
Work Requests
Q5.
Which status in the service order is useful before creating a billing document in ERP?
Choose the correct answer.
A
In Process.
B
Confirmation
C
In release for scheduling.
D
Open
Q6.
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
Check his Queue.
C
Consult with his supervisor.
D
View tickets escalated to him.
E
View the team queue.
Q7.
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
High quality manufacturing
C
A growing global market
D
Fast growing
E
Sales and service
Q8.
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
Repair Agent triggered
D
The process has 6 steps
E
Service Agent triggered
Q9.
Which statement about the Field Service Management process is correct?