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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
| Topic 2: Integration | 8%-12% | - Pre-packaged integration scenarios - System integration best practices |
| Topic 3: Service Request Management | 12%-16% | - Escalation and routing rules - Service level agreements (SLA) - Create and process service tickets |
| Topic 4: Warranty Management | <8% | - Warranty determination and processing |
| Topic 5: User Management | 8%-12% | - Maintain employees, business roles and users - Set up data access restrictions |
| Topic 6: Reporting and Analytics | 8%-12% | - Standard reports and dashboards - Basic custom reporting |
| Topic 7: Installed Base | <8% | - Use in service tickets |
| Topic 8: Organizational Management | 8%-12% | - Work distribution rules - Organizational structure setup |
| Topic 9: Registered Products | <8% | - Use in service tickets |
| Topic 10: Service Contracts | 8%-12% | - Entitlement determination - Contract creation and assignment |
| Topic 11: Implementation Basics | 8%-12% | - SAP implementation methodologies - Solution configuration and fine-tuning |
1. Which data is synchronized bi-directionally between SAP Cloud for Customer and SAP CRM on premise?
A) Maintenance plan
B) Activity
C) Campaign
D) The Report
2. Which of the following involved parties are supported by default for the installed base and installed base items?
Note: There are 3 correct answers to this question.
A) Territory manager
B) Sales Employee
C) Employee responsible
D) Customer
E) Service Technician team
3. A user is assigned two work centers that contain the same view. In the first work center, the user has read only access. Which access rights does the user get for this view in both work center?
A) Unrestricted read access and restricted write access
B) Restricted read access and unrestricted write access
C) Restricted read and write access
D) Unrestricted read and write access
4. What are service agents used for when setting up an SAP Cloud for Customer system? Note: There are 2 correct answers to this questions.
A) To create business users
B) To assign accounts to business users
C) To restore system default settings
D) To scope the system
5. Which field identifies a ticket as relevant for a field service scenario?
A) Requires work
B) Scheduling relevant
C) Division
D) Service organization
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C,D,E | Question # 3 Answer: A | Question # 4 Answer: A,D | Question # 5 Answer: A |
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