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Question # 4

How can you upload data to a cloud data source? Note: There are 2correct answers to this question.

A.

Using a Web service

B.

Scheduled upload using a CSV file

C.

Manual upload using a CSV file

D.

Maintain an HTML mashup

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Question # 5

Which of the following is possible when creating tickets in the Agent Desktop?

A.

You can create knowledge articles.

B.

You can manually select the SLA.

C.

You can select multiple registered products in a single ticket.

D.

You can manually assign a maintenance plan.

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Question # 6

Which tools can you use to create new accounts in SAP Service Cloud? Note: There are 2correct answers to this question.

A.

Data Workbench

B.

Workflow rules

C.

Mass Change Account Data

D.

Manual migration

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Question # 7

Which category types can be used when creating a Service Catalog? Note: There are 3correct answers to this question.

A.

Process category

B.

Warranty category

C.

Maintenance category

D.

Incident category

E.

Cause category

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Question # 8

Which model can be used for ABAP cloud-native development?

A.

The SAP S/4HANA Cloud Extensibility Model

B.

The ABAP Cloud Development Model

C.

ABAP RESTful Application Programming Model

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Question # 9

What are the advantages of using the mashup approach when integrating an SAP BusinessObjects BI system? Note: There are 2correct answers to this question.

A.

Data can be accessed in real time.

B.

Existing reports can be reused.

C.

Security issues with mashups outside of the corporate network are rare.

D.

Offline access is available.

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Question # 10

Which options can you use to limit the population of a single field in the SAP Service Cloud UI? Note: There are 2correct answers to this question.

A.

Page layout

B.

Code list restriction

C.

Validation rule

D.

Delegation

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Question # 11

What are some SAP recommended guiding principles to achieve clean core operations? Note: There are 3correct answers to this question.

A.

Establish regular housekeeping tasks and procedures.

B.

Define roles and responsibilities as part of a process transformation office.

C.

Establish release management.

D.

Integrate clean core practices in the end-to-end value process chain.

E.

Establish an organizational structure, technical foundation, and transformation methodology for clean core.

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Question # 12

Which actions are prerequisites to implement registered products? Note: There are 2correct answers to this question.

A.

Activate status schema for functional locations

B.

Create customer records

C.

Activate registered products in scoping

D.

Create an installed base

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Question # 13

What do you have to consider when you are using the Data Workbench?

A.

Templates are used to update existing data records.

B.

Using the Data Workbench requires the activation of a scoping item.

C.

Using the Data Workbench requires an additional license.

D.

Additional configuration needs to be defined in the fine-tuning area.

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Question # 14

When an end user logs an incident in SAP Service Cloud, what can the administrator do to manage the incident? Note: There are 2correct answers to this question.

A.

Change the priority to Escalated.

B.

Set the action to Propose Solution.

C.

Maintain the Incident Context.

D.

Push the incident to SAP Service Cloud support.

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Question # 15

Which of the following objects can you assign to an installed base at item level? Note: There are 3correct answers to this question.

A.

Product

B.

Text

C.

Registered product

D.

Maintenance plan

E.

Warranty

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Question # 16

Which options can be used to control the access rights of a user? Note: There are 2correct answers to this question.

A.

Create territory hierarchy levels

B.

Remove the personal data from the business user

C.

Assign employee to an organizational unit

D.

Assign restriction rules

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Question # 17

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

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Question # 18

Which fields can be used to maintain service levels? Note: There are 2correct answers to this question.

A.

Due Date

B.

Custom fields

C.

Priority

D.

Category

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Question # 19

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.

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Question # 20

Which of the following objects can be replicated from SAP Service Cloud to SAP Field Service Management?

Note: There are 2correct answers to this question.

A.

Service contracts

B.

Installed bases

C.

Contacts

D.

Registered products

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Question # 21

You want to create a maintenance plan for a vehicle check at 10,000 kilometers or 12 months. What schedule condition and schedule type do you use?

A.

Absolute, counter-based

B.

Alternating, time and counter-based

C.

One time - no condition, time and counter-based

D.

One time, time and counter-based

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Question # 22

Which service objects can you display on an installed base? Note: There are 2correct answers to this question.

A.

Maintenance plan

B.

Ticket

C.

Warranty

D.

Contract

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Question # 23

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.

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Question # 24

Which data is replicated unidirectionally from SAP Service Cloud to SAP CRM?

A.

External pricing

B.

Products

C.

Social media profiles

D.

Accounts

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