Knowledge quiz

It's time to put what you've learned to the test, get 5 right to pass this unit.

1.

Which feature in SAP Service Cloud can be used to control the reaction time in service ticket?

Choose the correct answer.
2.

On which menu will you find the option to escalate a service ticket?

Choose the correct answer.
3.

In what application does the service agent see the contact information for incoming calls?

Choose the correct answer.
4.

What is the work distribution process?

Choose the correct answer.
5.

Which of the following is true regarding using a knowledge base with SAP Service Cloud?

There are two correct answers.
6.

Which report could you use for the key performance indicator of ticket resolution time?

Choose the correct answer.

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