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Which objects can be assigned in the covered objects facet of a contract? Note: There are 2correct answers to this question.

A.

Account

B.

Products

C.

Categories

D.

Installed base

Which key features of the Analytics framework allow you to monitor business processes in SAP Service Cloud?

Note: There are 3correct answers to this question.

A.

Custom reports

B.

Data sources

C.

Interactive dashboards

D.

Web service message monitoring

E.

Standard reports

Which action should an administrator take to get a system bug fixed within SAP Service Cloud?

A.

Implement the provided Hot Fix number.

B.

Create an incident.

C.

Report a ticket.

D.

Send an email to SAP Cloud Support.

What do you need to create accounts?

Note: There are 2correct answers to this question.

A.

Access rights

B.

Assignment to an organizational unit

C.

User ID

D.

Business role

Which of the following describes how permissions work in SAP Service Cloud?

A.

Restricted access rights override any unrestricted access you have defined.

B.

Unrestricted access rights override any restrictions you have defined.

C.

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

D.

You can decide if the access rights should override any defined restrictions for each view.

Which settings can you control for the email channel setup? Note: There are 3correct answers to this question.

A.

Ticket type

B.

Channel direction

C.

Notification type

D.

Mashup service

E.

Channel type

Your company would like to have reports with combined evaluations from two different datasources. How can you achieve this goal?

Note: There are 2correct answers to this question.

A.

Create a joined data source

B.

Create an interactive dashboard

C.

Create a report based on the Tickets data source

D.

Create a Cloud data source

Which fields are mandatory when you create a cloud data source? Note: There are 3correct answers to this question.

A.

Data Source ID

B.

Data Type

C.

Name

D.

Web Service URL

E.

Usage

Which steps are recommended to upload data into SAP Service Cloud through the Data Workbench? Note: There are 2correct answers to this question.

A.

Download the template.

B.

Map the data fields to the data fields offered in the template.

C.

Schedule an MDRO job.

D.

Delete the header with the field names in the template.

What are the main uses for warranty management in SAP Service Cloud? Note: There are 2correct answers to this question.

A.

Routing rules can be applied to warranties.

B.

The agent is prompted to upsell a warranty to the customer.

C.

When an agent creates a ticket with a registered product, the warranty is automatically determined.

D.

The system can be set up so that certain incident categories are not covered.