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What does the system automatically generate when you create a new employee in SAP Service Cloud?

A.

Organizational unit

B.

Workflow rule

C.

Service agent

D.

Business user

Which actions can be taken to see the restriction rules in access restrictions? Note: There are 3 correct answers to this question.

A.

Set the access rights to edit.

B.

Set the read and write access to restricted.

C.

Set the read access to restricted.

D.

Set the access rights to display.

E.

Set the write access to restricted.

Which of the following is correct in the context of scoping and fine -tuning? Note: There are 2 correct answers to this question.

A.

Fine-tuning is the process of generating the activity list by answering questions about which business processes will be

implemented.

B.

Scoping is automatically generated by the system based on your fine-tuning decisions.

C.

The activity list is automatically generated by the system based on your scoping decisions.

D.

Scoping is the process of matching your individual business requirements to predefined solution capabilities.

Which of the following options are possible for permissions?

A.

If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no access.

B.

Unrestricted access rights override any restrictions you have defined.

C.

Restricted access rights override any unrestricted access you have defined.

D.

You can decide, per view, if the access rights should override any restrictions you have defined or not.

For which element do you maintain attributes such as password and security policy?

A.

Employee

B.

Business role

C.

Business user

D.

Service agent

Which types of work distribution are possible for routing tickets in SAP Service Cloud? Note: There are 3 correct answers to this question.

A.

Account work distribution

B.

Organizational work distribution

C.

Service category distribution

D.

Territory work distribution

E.

Employee work distribution

Which scoping question allows you to enable automatic ticket creation based on incoming e-mails?

A.

Do you want to support e-mail channels for corporate accounts?

B.

Do you want to enable agents to respond to tickets using an external e-mail client?

C.

Do you want to enable internal memos for tickets?

D.

Do you want to support e-mail channels for groups?

Which tool do you use to determine a service ticket processing team, based on conditions?

A.

SLA determination

B -Ticket routing rule

B.

Data Workbench

C.

Delegation rules

Question 8: What types of mashups are available in SAP Service Cloud?

Note: There are 2 correct answers to this question.

A.

HTML mashups

B.

URL mashups

C.

ASAP mashups

D.

Internal mashups

Which key scoping elements can be defined under the Business Configuration work center in SAP Service Cloud?

A.

Countries, business processes, integrations

B.

Countries, data workbench, form templates

C.

Countries, workflow rules, integrations

D.

Countries, business processes, business users