Ironman

How do you create an assignment for a service technician in SAP Service Cloud? Please choose the correct answer. Use a time report. Use SAP Multiresource Scheduling. Use the Resource Scheduler. Use a ticket routing rule.

Which activities do you perform when setting up a new approval process for sales quotes? There are 2 correct answers to this question. Copy the Standard Approval process and edit validity. Select Scoping question for Sales Quote Approval in Business Configuration. Select Scoping for Standard Approvals in Business Configuration. Copy the Standard Approval process and activate it.

In a contract workflow, what action rule types are valid? There are 3 correct answers to this question. Submit for approval. Renew contracts. Create follow-up contract. Activate. Create follow-up opportunity.

For which of the following business requirements would you use the personalization feature? There are 2 correct answers to this question. A sales representative wants to modify the screen layout. A sales manager wants different screen layouts assigned to two different business roles. A service manager wants to arrange his ticket queue with assigned to as the first column. An administrator wants to change a standard field label to a new value.

How can you prevent users from adding an installed base within a ticket? Please choose the correct answer. Download the installed base for offline editing. Add a new interactive item to the structure of the installed base. Use an action to block the installed base if it is active. Keep the installed base status In preparation.

Which of the following objects can you integrate with SAP CRM? There are 2 correct answers to this question. Van stock. Opportunities. Vendors. Social media profiles. Service requests.

Why do you create a business role? There are 3 correct answers to this question. You want to set up a maintenance plan. You want to standardize system access. You want to restrict drop down list values for a specific group of users. You want to make custom reports available on the home page. You want to perform fine-tuning activities.

You need to configure an automated e-mail response to your customer when a service technician is assigned to a ticket. Which actions do you perform in SAP Cloud for Customer? There are 2 correct answers to this question. Set up notification of delegates. Configure e-mail channels. Create social media channels. Build a workflow rule.

What tool can be used to control the general availability of a work center in the user interface in SAP C4C? Please choose the correct answer. Application and User Management. Fine-Tuning. Activity List. Scoping.

Which channel types are supported in SAP Cloud for Customer? There are 3 correct answers to this question. Employee support. Business to consumer. Business to business. Consumer to business. Consumer to consumer.

You release an invoicing-relevant item with processing type Part Consumption from Technician Stock from an SAP Cloud for Customer work ticket to SAP ERP. Where are the quantity fields used? There are 2 correct answers to this question. The actual quantity is used in the billing request item. The actual quantity is used in the goods movement. The target quantity is used in the goods movement. The target quantity is used in the billing request item.

Which information is uploaded after the SAP C4C contact has been successfully replicated for SAP ERP? There are 3 correct answers to this question. Invoicing status. Transfer status. Pricing status. Total price. External ID.

Which of the following granularities can you use to define discount lists in SAP Hybris Cloud for Customer? There are 2 correct answers to this question. Overall Customer Group Discount. Customer Specific Product Discount. Customer Specific Sales Organization Discount. Customer Specific.

A user is assigned two work centers that contain the same view. In the first work center, the user has unrestricted read and write access. In the second work center, the user has read-only access. Which access rights does the user get for this view in both work centers? Please choose the correct answer. Only unrestricted write access. Only restricted write access. Restricted read and write access. Unrestricted read and write access.

Which of the following functions are provided by the SAP add-in for Microsoft Excel? There are 2 correct answers to this question. Upload Microsoft Excel workbooks to SAP Cloud for Customer. Publish Microsoft Excel workbooks to Microsoft SharePoint from SAP Cloud for Customer. Insert SAP Cloud for Customer reports into Microsoft Excel spreadsheets. Upload to Microsoft Outlook add-in from Microsoft Excel add-in.

Where do you configure service levels in SAP Coud for Service? There are 2 correct answers to this question. In the Service Control Center. In Administrator Work Center. In Scoping. In Fine-Tuning.

Which of the following elements can you use to set up routing rules for service tickets? There are 2 correct answers to this question. Channel type. Escalated date. Escalation status. Warranty.

What must you maintain to transfer data into SAP Hybris cloud for customer? Please choose the correct answer. ID Mapping. Migration Templates. Code List Mapping. Number ranges for business objects.

Which of the following objects are used as cost collectors when you release work tickets from SAP Cloud for Customer to SAP ERP? There are 3 correct answers to this question. Debit memo request. Contract. Sales order. Internal order.

Your test tenants have been upgrades. Your production tenants will be upgrades in two weeks. Which activities should be avoided until the production tenant upgrade is complete? There are 2 correct answers to this question. Request new tenants. Apply SDK solution. Create business roles. Update fine-tuning.

How do you restrict the completion of the main ticket when the related sub-tickets are still open? Please choose the correct answer. By activating fine-tuning activities. By defining a code list restriction. By enabling scoping option. By creating a workflow rule.

Which work center can you request a production tenant from? There are 2 correct answers to this question. Data Privacy Management work center. Business Configuration work center. Administrator work center. Service Control work center.

What can you use to control user privileges in SAP Hybris Cloud for Customer? There are 3 correct answers to this question. Business Role. Organizational Structure. Code list restrictions. Business configuration. Page layout.

You enable e-mail integration with SAP C4C service request management. Which types of customers are supported by the e-mail channels? There are 2 correct answers to this question. Individual customers. Partners. Accounts. Competitors.

In which of the following ways can a service technician record and manage actual work? There are 2 correct answers to this question. Automatically using start/stop buttons. Manually using the service entry screen. Automatically on creation of a time report. Manually using the time entry screen.

Which of the following are initial tasks required to configure SAP C4C? There are 2 correct answers to this question. Set up scoping. Execute data migration. Define business roles. Define the organizational structure.

Which of the following prepackaged mashups exist for SAP C4C? There are 2 correct answers to this question. Whatsapp. Hotmail. Google maps. MindTouch.

What can you use to idea single value of a multiple value field? Please choose the correct answer. Access rights. Personalization. Key user tool (KUT). Code list restrictions.

To which of the following entities must you assign the Phone Call work Center view to access the live activity pane for computer telephony integration (CTI)? There are 2 correct answers to this question. Organizational unit. Employee. Business role. Business user.

How does the integration of SAP Ham with SAP C4C benefit service agents? There are 2 correct answers to this question. They can create a ticket directly from SAP Jam. They can view Knowledge base group updates in the Feed pane. They can attach Knowledge base articles to tickets. They can edit Knowledge base articles in the agent workspace.

When would you use data migration templates instead of entering data manually? There are 2 correct answers to this question. When data must by loaded quickly. When integration has been scoped. When data is loaded from multiple applications. When the data volume is low.

For which of the following systems does SAP Hybris Cloud for Customer provide standard integration content for registered products? Please choose the correct answer. SAP Hybris Commerce. SAP ERP. SAP CRM. SAP Hybris Marketing.

What field controls how SAP ERP handles an item that is releases from SAP C4C work ticket to SAP ERP? Please choose the correct answer. Invoicing method. Processing type. Ticket type. Scheduling relevant.

When would you implement the Approval function in SAP Cloud for Customer? There are 2 correct answers to this question. You want another user to review a business object before it is processed further. You want to define multiple review processes for the same business object. You want to define multiple review steps for the same business object. You want an administrator to activate a custom business object.

You have selected the Override Territory field on the Accounts overview page. What effect does this have on the territory determination? Please choose the correct answer. It remove the employee from the territory realignment calculation. It aligns the account territory determination with the territory realignment run. It removes only accounts with multiple territories from the territory realignment run. It removes the account from the territory realignment calculation.

What can you do to give the business user access to the Territory Management work center? Please choose the correct answer. Use business scoping for the authorization of Territory Management. Assign the business user to a territory. Assign the employee to the organizational structure. Create a new business role with the work center and assign it to the business user.

Registered products are dependent on which of the following scoping options in Business Configuration Scoping? Please choose the correct answer. Installed Base. Installation Point. Product Category. Equipment.

You are creating a service contract in SAP C4C. Which information is transferred from ERP when you request external pricing? There are 2 correct answers to this question. External ID. Transfer status. Condition types. Credit Limit.

Which of the following tasks can you perform using the fine-tuning activity for service processing? There are 2 correct answers to this question. Assign tickets to the last processor. Create or delete custom channels. Disable the profanity check for outbound responds. Manage business tasks for employee support.

How can you maintain high data volume on SAP C4C? There are 2 correct answers to this question. Apply the Data workbench to populate data. Use a custom data migration template to populate data. Use the Application and User Management work center to populate data. Use a standard data migration template to populate data.

Which of the following tools can you use to restrict business role level in SAP Cloud for Customer? There are 2 correct answers to this question. Page Layouts. Language Adaptation. Code List Restrictions. Mash-ups.

You need to change the access for a work center for several users to 'read only'. Which setting do you use to apply restriction rules? Please choose the correct answer. The access context. Any field of the business object. The parent work center. The authorization object.

You created and activated a warranty. To which object do you assign the warranty in order to determine it in the service ticket? Please choose the correct answer. Registered product. Individual object. Installed base. Contract.

Which scoping element from Customer Care do you select to enable SAP Jam as a knowledge base in SAP Cloud for Customer? Please choose the correct answer. Communication for Customer Care. Service and Repair. Service Request Management. Business Performance Management.

When responding to a SAP Cloud for Customer ticket, where is the default sender email address taken from? Please choose the correct answer. Service technician of the ticket. Employee responsible for the ticket. Outbound channel. Sales organization.

Which of the following actions are supported by the e-mail communication channel? There are 2 correct answers to this question. Create activities from inbound e-mails. Broadcast e-mails to a group of individuals. Create service tickets from inbound e-mails. Route unknown sender e-mails to a common inbox.

Your customer defines a person who is responsible for checking every SAP Hybris Cloud for Customer upgrade. Upgrade notification need to be send via email to this person. Which of the following steps must you perform in SAP Hybris Cloud for Customer to set this up? Please choose the correct answer. Define the contact person in the Administration work center. Define the contact person in the Service Control Center. Define a new service agent. Update the contact details in your organization structure.

In which of the following objects do you see the Maintenance Plan work center view? There are 3 correct answers to this question. Contact. Registered product. Installed base. Contract. Customer.

To which of the following are hotfixes applied? Please choose the correct answer. To production tenants only. To an individual customer tenant only. To a set of tenants. To test tenants only.

A user reports an incident. The administrator determines that this incident needs to be reviews by SAP Support. What is the NEXT STEP the administrator must perform in SAP C4C? Please choose the correct answer. Create a service request with SAP Support. Forward the incident to the provider. Take over the incident. Respond to the requestor.

In what facet can you maintain counter readings? Please choose the correct answer. Measurements. Contracts. Items. Maintenance Plan.

In what facet can you maintain counter readings? Please choose the correct answer. Measurements. Contracts. Items. Maintenance Plan.

What data type is used in a Date Profile to determine the start of the warranty? Please choose the correct answer. Due date. Requested date. Creation date. Reference date.

What is the difference between a business user and an employee? There are 2 correct answers to this question. Employees need to be assigned directly to the organizational structure business users do not. Business users can be created using the data migration template, employees cannot. Employees can be assigned access rights and business roles, business users cannot. Business users can be assigned access rights and business roles, employees cannot.

When a scheduling condition is evaluated for a maintenance plan, what entity is it based on? Please choose the correct answer. Maintenance Item Counter Reading. Maintenance Product Quantity Value. Maintenance Product Measurement Reading. Maintenance Item Serial Number.

What can you define when setting up a service contract in SAP Cloud for Customer? There are 3 correct answers to this question. Call-of quantity. Entitled parts. Billing milestones. Usage restrictions. Covered objects.

In HTML5, what can you do using the field definition link? There are 2 correct answers to this question. Add an extension field to the page layout. Add an extension field to a form template. Hide an extension filed form the master template. Add an extension field to a data source.

You need to create a URL mashup on the Account Overview to open a Google search. Which of the following elements are mandatory to configure the mashup? Please choose the correct answer. Description. Port Type Package. Port Binding. Category.

Which business partner type is created in a Business-to-Customer scenario in SAP Hybris Cloud for Customer? Please choose the correct answer. Contact person. Individual customer. Account. Partner.

From where can you consume spare parts in SAP ERP for use in an SAP C4C work ticket integration scenario? There are 2 correct answers to this question. Blocked stock. Plant stock. Consignment stock. Special stock.

Which of the following actions can you perform with the Administration Adaptation function? There are 3 correct answers to this question. Create and extension field and define its properties. Edit custom forms and reports. Disable Key User properties. Change My Settings. Assign a page layout to achieve dynamic user interfaces.

Which of the following actions can you perform using the administrator adaptation function? Please choose the correct answer. Enter default extension field values based on business logic. Create an extension field and define its properties. Create a code list resctriction for standard and extension fields. Validate values for an extension field based on another field.

What activities do you perform in the Administrator work center to enable a new social media channel? There are 3 correct answers to this question. Create and schedule social media import run. Select the channel type. Set up service level determination for the social media channel. Maintain Next Ticked configuration. Set up access to social media account.

How can you create a ticket form an active maintenance plan? There are 2 correct answers to this question. Automatically using an MDRO run. Manually using the Trigger Manual Run option. Automatically using a background job. Automatically using a scheduled workflow.

To which of the following can you assign a custom report to control its visibility? There are 2 correct answers to this question. Access context. Business role. User. Work Center.

What you can use to map the complex organizational structure of a large account in SAP Hybris Cloud for Customer? Please choose the correct answer. Account Hierarchy. Organizational Structure. Product Hierarchy. Territory Hierarchy.

Which of the following options need to be considered before you use the data migration templates? There are 3 correct answers to this question. There is a template available for each object that allows tool-supported migration. You do NOT need to know the definitions of each of the fields. For each object to be migrated, the CSV fields must be mapped to the fields in the system. You can upload the data only once. The template structure is predefined and CANNOT be changed.

You want to define automatic field update based on the ABC classification of an account. What are the follow-up steps required to set up the workflow? There are 2 correct answers to this question. Define a placeholder. Choose a rule type. Add a condition group. Select an action.

You need to apply complex changes to an SAP Hybris Cloud for customer system after go live, which option does SAP recommend to implement these changes? There are 2 correct answers to this question. Merge Projects. Combine Projects. Change projects. Convert project.

Which field identifies a ticket as relevant for a field service scenario? Please choose the correct answer. Service Organization. Processing Type. Requires Work. Coverage Indicator.

You want to trigger additional service activities for a registered product regularly if a specific measurement reading threshold is reached. What type of maintenance plan should you create? Please choose the correct answer. Fixed. Absolute. Alternating. Cyclical.

Which of the following involved parties are supported by default for the installed base and installed base items? There are 3 correct answers to this question. Employee responsible. Territory manager. Sales employee. Service technician team. Customer.

What benefits does SAP Hybris Cloud for Customer provide during the visit planning phase? There are 2 correct answers to this question. A calendar view contacting visit details is integrated. Map-based route planning is supported. Customer product lists are shown. Current service tickets with high priority are integrated.

How can you allocate the remaining time from demands which do NOT fit into the same day? There are 2 correct answers to this question. Assign to a different team. Assign to a different resource. Assign to the same resource. Assign to the same team.

You are setting up the connection between SAP Jam and SAP Cloud for Customer. Where do you enable this integration? Please choose the correct answer. In General Settings under the Administrator work center. In Fine-Tuning under the Business Configuration work center. In Integration under the Business Configuration work center. In Service and Social General Settings under the Administrator work center.

To which objects can you add a registered product? There are 2 correct answers to this question. Service ticket. Sales order. Installed base. Visit.

Which of the following platforms can you integrate out of the box with SAP C4C? There are 2 correct answers to this question. MindTouch. Google Docs. Microsoft SharePoint. SAP JAM.

What is a workflow rule used for? There are 2 correct answers to this question. To set up automatic e-mail notifications. To define and activate rules for automatic field updates. To define and activate an approval process. To set up the organizational work distribution.

What is the correct sequence of steps for the automatic service level agreement (SLA) evaluation process when creating tickets? Please choose the correct answer. Determine service categories, Analyze incident categories, Determine key dates, Determine SLA. Analyze incident categories, Determine service categories, Determine SLA, Determine key dates. Determine service categories, Analyze incident categories, Determine SLA, Determine key dates. Analyze incident categories, Determine service categories, Determine key dates, Determine SLA.

Which data is synchronized bi-directionally between SAP Hybris Cloud for Customer and SAP CRM on premise? There are 2 correct answers to this question. Territory Management data. Account Master Data. Opportunities. Product master data.

You want to launch the SAP ERP Customer Cockpit from a SAP Hybris Cloud for Customer account to view transactions in SAP ERP. Which of the following integration approaches support this requirement? Please choose the correct answer. Mashup. REST A2X Service. UI5 Widget. SOAP A2X Service.

Which of the following functions can you perform using the Language Adaptation Tool? Please choose the correct answer. Translate work center and view labels. Translate all buttons. Translate notes entered by a user. Translate extension field labels.

To which objects can you add an installed base? There are 2 correct answers to this question. Contract. Ticket. Maintenance plan. Visit.

Which of the following data items are required to create a registered product? There are 2 correct answers to this question. Customer. Serial ID. Warranty ID. Reference data.

Which of the following components of computer telephony integration (CTI) are delivered by SAP Cloud for Customer? There are 2 correct answers to this question. CTI client server. Live activity pane. CTI client adapter. Service request creation.

Which of the following elements are created when an object is generated via the custom object builder? There are 2 correct answers to this question. Updated relationships. Web services. Data source for reporting. Page Layout.

During scoping, you have selected the option to allow multiple territories per account. How does the impact the system behavior in the realignment of accounts and territories? There are 2 correct answers to this question. There Define Exceptions step is disabled. Additional fields become available for territory determination. The Override Territory box is not available. Access restrictions for territories are not available.

Which of the following are functions of custom report creation in SAP Cloud for Customer? There are 3 correct answers to this question. Custom report creation is supported with a guided procedure. Custom calculated key figures are allowed. Custom reports require new data sources. Variable selection is possible. Custom reports can be created by sales employees.

What data is synchronized bi-directionally between SAP Cloud for Customer and SAP CRM on premise? Please choose the correct answer. Time report. Maintenance plan. Activity. Campaign.

When would you implement the Approval function in SAP Cloud for Customer? There are 2 correct answers to this question. You want another user to review a business object before it is processed further. You want to define multiple review processer for the same business object. You want to define multiple review steps for the same business object. You want an administrator to activate a custom business object.

In which environments can you use integration flows? There are 2 correct answers to this question. SAP HANA Cloud Integration. SAP NetWeaver Process Integration. SAP BusinessObjects Business Intelligence. SAP Data Services.

Which of the following business objects synchronize bi-directionally between Outlook and SAP Hybrid Cloud for Customer? There are 2 correct answers to this question. Leads. Visits. Tasks. Account contacts.

Which of the following are functional capabilities of SAP Service Cloud? There are 3 correct answers to this question. Solution search with integration to a knowledge base. Automatic routing of tickets to agents based on availability. Integration with SAP Commerce for spare parts purchasing. Out-of-the-box reports for response times and handling times. Support for social collaboration across multiple channels.

When using data migration templates for the initial load, which activities are steps in migration process? There are 3 correct answers to this question. Upload data from the template file. Active the migration templates in scoping. Align data fields with input fields. Import the provided migration template in Data Workbench. Find and fix errors in the data file.

Which of the following are data migration master data templates? There are 3 correct answers to this question. Business configuration. Personal addresses and contacts. Campaigns. Discount lists. Account hierarchies.

Who can approve time reports so they can be released to CATS? Please choose the correct answer. Territory owner. Reporting line manager. End customer. Nominated delegate.

How do you prepare a ticket distribution rule in SAP Cloud Service? Please choose the correct answer. Maintain an activity plan. Define a routing rule. Create an assignment release run. Set up Live Activity configuration.

You create a ticket and the warranty is NOT determined in a service ticket. What must the Uncovered Incident category? Please choose the correct answer. Cause category. Product category. Resolution category. Incident category.

Which of the following elements is optional when you configure a service level? Please choose the correct answer. Milestone. Ticket priority. Type of service. Alert when overdue.

Which of the following activities are required for a successful integration project with SAP Hybris Cloud for Customer and an SAP on-premise solution? There are 3 correct answers to this question. Prepare for manual data migration early in the project. Determine the number of custom fields early in the project. Configure pre-packaged integration content. Ensure the project team includes functional and technical resources. Ensure the project team has administrative access rights.

How do you restrict the completion of the main ticket when the related subtickets are still open? Please choose the correct answer. By enabling scoping option. By creating a workflow rule. By defining a code list restriction. By activating fine-tuning activities.

As and administrator, which of the following objects can you design in the Business Analytics work center in SAP Cloud for Customer? There are 3 correct answers to this question. KPIs. Key figures. Scorecards. Data sources. Dashboards.

How do you enable use of the Resource Scheduler in SAP Cloud for Service? Please choose the correct answer. Define time types in fine-tuning. Maintain a setting in the item processing types. Activate business configuration in scoping. Schedule mass release of assignments.

What can you use to control user privileges in SAP Cloud for Customer? There are 3 correct answers to this question. Business user. Work center view. Business role. Code list restrictions. Business configuration.

Restriction rules can be assigned to work center views within a business role if they're based on which of the following authorization elements? Please choose the correct answer. Access Restriction. Access Context. Access Rights. Access Control.

What are reasons to integrate SAP Cloud for Customer with SAP ERP and SAP CRM? There are 2 correct answers to this question. To update products and customer data from SAP cloud to SAP on-premise solutions. To run subsidiaries through SAP cloud solutions with shared master data. To enable real-time pricing for SAP Cloud from SAP on-premise solutions. To improve the system performance of SAP cloud and SAP on-premise solutions.

What are service agents used for when setting up an SAP Cloud for Customer system? There are 2 correct answers to this question. To create business users. The scope the system. To restore system default settings. To assign accounts to business users.

Which of the following objects deliver a default approval process? There are 3 correct answers to this question. Ticket. Campaign. Visit. Opportunity.

You integrated Microsoft Outlook with SAP Hybris Cloud for Customer. Which of the following activities can you perform after the integration? There are 2 correct answers to this question. Synchronize and exchange leads. Synchronize and exchange appointments. Create and access contacts. Create opportunities.

What objects is used in SAP Multiresource Scheduling? Please choose the correct answer. Service contract. Internal order. Demand. Service order.

Which of the following settings are available in the Service and Social view of the Administrator work center in SAP Cloud for Customer? There are 3 correct answers to this question. Service ticket priorities. Ticket routing rules. Organizational work distribution. Service levels. Ticket templates.

Which additional business objects can be determined by using a registered product within a ticket? There are 2 correct answers to this question. Warranty. Service contract. Maintenance plan. Pricing condition.

What can you create using a workflow? Please choose the correct answer. Appointment. Task. Phone call. Activity list.

Which of the following objects can be created in SAP ERP when a work ticket in SAP Cloud for Customer is released to SAP ERP? There are 3 correct answers to this question. Billing request. Goods issue. Purchase order. Service order. Internal order.

Which of the following SAP Cloud for Customer business objects are integrated with SAP Commerce? There are 2 correct answers to this question. Lead. Campaign. Ticket. Customer.

Which of the following are scenarios supported by SAP Cloud for Service? There are 2 correct answers to this question. Vendor management. Partner channel management. Employee help desk. Customer support.

You need to assign one contact to multiple accounts. How do you create this contact in SAP Hybris Cloud for Customer? Please choose the correct answer. You merge both accounts and create the contact record for that account. You create different contacts for each account. You create the contact for the first account and add the same contact to the second account. You create the contact master record only and add it to the account hierarchy.

Which business objects can you add to a maintenance item in a time-based maintenance plan? There are 3 correct answers to this question. Contract. Functional location. Registered product. Spare part. Installed base.

How can you create a service ticket for an installed base? There are 3 correct answers to this question. Go to the Installed Base and create a ticket from the tickets facet. Go to the hierarchy table of the installed base and create a new ticket. Go to New Ticket and enter the installed base directly in the Quick Create UI. Go to Tickets to save and open a ticket and enter the installed base in the header. Go to the overview facet of the installed base and create a new ticket.