What are service agents used for when setting up an SAP Cloud for Customer system? Note: There are 2 correct answers to this question.
To create business users
To assign accounts to business users
To restore system default settings
To scope the system
What is the difference between a business user and an employee? Note: there are 2 correct answers to this question.
Employees need to be assigned directly to the organizational structure; business users must not
Business users can be created using the data migration template; employees cannot.
Business users can be assigned access rights and business roles; employees cannot.
Employees can be assigned access rights and business roles; business users cannot.
A user reports an incident. The administrator determines that this incident needs to be reviewed by SAP Support. What is the next step the administrator must perform in SAP Cloud for Customer?
Respond to the requestor.
Forward the incident to the provider.
Confirm the incident.
Take over the incident.
Which of the following items can you configure in the Sales Assistant tool in SAP Cloud for Customer? Note: There are 3 correct answers to this question.
Task
Visit
E-mail
Service request
Appointment
Which of the following steps can you perform when creating a broadcast? Note: There are 3 correct answers to this question.
Define periodic scheduling.
Enter broadcast recipients.
Select a broadcast channel.
Choose a report source.
Create a new report view.
Which of the following administrative configuration tasks is mandatory when you set up SAP Cloud for Customer?
Set up work distribution.
Set up territories.
Set up the organizational structure.
Set up integration.
You experience unexpected behavior in the system. Where in SAP Cloud for Customer can you find the link to report an incident?
Business Configuration work center
Service control center
Help center
Administrator work center
Which of the following are initial tasks required to configure SAP Cloud for Customer? Note: There are 3 correct answers to this question.
Complete fine-tuning activities.
Define the organizational structure.
Create extension fields.
Set up scoping.
Assign reports to work center views.
To which of the following are hotfixes applied?
To test tenants only
To a set of tenants
To production tenants only
To an individual customer tenant only
What is the correct sequence of configuration activities for fine tuning sales opportunities?
Assign activities -> Sales Phase -> Sales Cycle
Sales Phase -> Assign activities -> Sales Cycle
Sales Phase -> Sales Cycle -> Assign activities
Sales Cycle -> Sales Phase -> Assign activities
What can you assign to a territory node? Note: There are 3 correct answers to this question.
Contacts
Accounts
Employees
Owners
Business users
Which of the following can you assign using business roles?
Managers to an organizational unit
Account responsibilities to a user
Access rights to a user
Territories to an account
When would you use data migration templates instead of entering data manually? Note: There are 2 correct answers to this question.
When integration has been scoped
When the data volume is low
When data must be loaded quickly
When data is loaded from multiple applications
Which of the following elements can you use to set up routing rules for service tickets? Note: There are 3 correct answers to this question.
Escalation status
Employee availability
Order amount
Product category
Channel type
Which of the following steps do you take in SAP Cloud for Customer to add a report to a home page? Note: There are 3 correct answers to this question.
Invoke the Adaption mode.
Invoke the Edit mode.
Import a page layout.
Select a business role.
Change the home page settings.
Which of the following features are controlled by the organizational structure in SAP Cloud for Customer? Note: There are 2 correct answers to this question.
Job definitions
Party role determination
Work distribution rules
Approvals
Which of the following activities can you perform while creating a business object using the administration work center? Note: There are 2 correct answers to this question.
Assign the business object to other work centers.
Define business object actions that can be executed by the end user.
Add simple business logic.
Enhance script files for the custom business object.
In the SAP Cloud for Customer for iPad app, which of the following items are available in offline mode? Note: There are 3 correct answers to this question.
Opportunity
Product
Library
Competitor
Where do you set up a custom report to appear in the SAP Customer Insight app?
Home page
Business Analytics work center
Adaptation mode
Analysis work center
How can you give a business user access to a work center view? Note: There are 2 correct answers to this question.
Assign the business user to the organizational structure.
Use business scoping to activate the work center containing the view.
Create a business role that has access to the work center view and assign it to the business user.
Copy the access right from a business user who already has access to the work center view.
Where can you set up a preconfigured mashup in SAP Cloud for Customer? Note: There are 2 correct answers to this question.
Screen Personalization
Business Task Management
Layout Adaption
Master Template Maintenance
Which of the following tasks can you perform using the fine tuning activity for service processing during business configuration? Note: There are 3 correct answers to this question.
Assign tickets to the last processor.
Manage business tasks for employee support.
Disable the profanity check for outbound response.
Define party roles for ticket handlers.
Create or delete custom channels.
When would you create a new report view? Note: There are 2 correct answers to this question.
When you are an administrator wanting to make a change for all users of the report.
When you are an end user wanting to save a variation of the report that you can use.
When you are an end user wanting to save a variation of the report that your team members can use.
When you are an administrator wanting to make a change for a specific user of the report.
For which of the following reasons would you create a business role? Note: There are 3 correct answers to this question.
You want to perform fine-tuning acitivities.
You want to standardize system access.
You want to set up a service agent for an administrator.
You want to make custom reports available on the home page.
You want to restrict drop-down list values for a specific group of users.
Your test tenants have been upgraded. Your production tenants will be upgraded in two weeks. Which activities should you only perform after production tenants have been upgraded? Note: There are 2 correct answers to this question.
Update the business configuration.
Request new tenants.
Apply SDK solution.
Update fine tuning.
In HTML5, what can you do using the Field Definition link? Note: There are 2 correct answers to this question.
Hide an extension field from the master template.
Add an extension field to a data source.
Add an extension field to the page layout.
Add an extension field to a form template.
When would you implement the Approval function in SAP Cloud for Customer? Note: There are 3 correct answers to this question.
You want the direct approver of a business object to be the reporting line manager.
You want different reviewers for a business object based on different conditions.
You want another user to review a business object before it can be 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.
Your customer wants to inform account owners every time an opportunity is created that exceeds a specific value. Which is the most appropriate object to use?
Price List
Workflow
Approval
Which of the following objects deliver a default approval process? Note: There are 3 correct answers to this question.
Ticket
Account
Campaign
Which of the following texts can you adapt using the Language Adaption capability? Note: There are 3 correct answers to this question.
User interface text
Help text
Extension field text
Message text
Fine tuning text
Which work centers are required when you initially set up SAP Cloud for Customer? Note: There are 2 correct answers to this question.
Business Configuration
Administrator
Application and User Management
Which of the following functions can you perform using the Language Adaption tool? Note: There are 2 correct answers to this question.
Translate notes entered by a user.
Translate work center and view labels
Export and import texts in SAP Cloud for Customer.
Translate extension field labels.
Which of the following business objects can you create in SAP Cloud for Customer using Microsoft Outlook? Note: There are 2 correct answers to this question.
Visits
Appointments
During scoping, you have selected the option to allow multiple territories per account. How does this impact the system behavior in the realignment of accounts and territories? Note: There are 2 correct answers to this question.
The Define Exceptions step is unavailable.
The system uses the first rule that applies when making territory assignment.
Additional fields become available for territory determination.
More than one set of territory rules becomes active.
What can you use to control user privileges in SAP Cloud for Customer? Note: There are 3 correct answers to this question.
Business configuration
Approval process
Work center view
Code list restrictions
Business role
Which of the following are supported as part of the standard packaged integration capabilities when connecting SAP Cloud for Customer with SAP CRM? Note: There are 3 correct answers to this question.
Opportunities
Social media profiles
Currency conversion rates
Service requests
Recent orders
In the SAP Launch implementation methodology, which work streams are part of the project verification Q-Gate? Note: There are 2 correct answers to this question.
Solution Design
Integration Preparation
Cloud Integration
Solution Testing
Which of the following are data migration master data templates? Note: There are 3 correct answers.
Discount lists
Campaigns
Account hierarchies
Personal addresses and contacts
You want to send automatic e-mail responses to your customers when a service advisor is assigned to an incoming complaint. The e-mail responses should use your company branding template. Which of the following steps must you perform in SAP Cloud for Customer to achieve this workflow requirement? Note: There are 2 correct answers to this question.
Define the rule type as an alert.
Define notification placeholders.
Define a condition for the Agent field.
Define a rule for the individual Customer business object.
What must you consider when you want to upload master data to SAP Cloud for Customer using templates? Note: There are 3 correct answers to this question.
You can upload the data only once.
You need to identify the data dependencies for the migration template.
The template structure is predefined and cannot be changed.
There is a template available for each object that allows tool-supported migration.
You need to know the definitions of each of the field.
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 right does the user get for this view in both work centers?
Unrestricted read access and restricted write access.
Restricted read and write access.
Unrestricted read and write access.
Restricted read access and unrestricted write access.
Which activity must you perform to enable mobile online integration with your SAP Cloud for Customer tenant?
Enable mobile Web services in SAP HANA Cloud Integration.
Configure the URL under the options and settings of the mobile application.
Download mobile Web services from the SAP store.
Assign the Offline Mobile work center authorization to the user master.
What activities do you perform in the Administrator work center to enable a new social media channel? Note: There are 3 correct answers to this question.
Define the ticket priority with the social media channel provider.
Create and schedule a social media import run.
Select the social media channel service level.
Set up access to your social media account.
Select the channel type.
Which of the following steps can you perform when you create a new page layout? Note: There are 2 correct answers to this question.
Add custom validation rules to a field.
Make a field visible.
Add a field.
Create join fields.
Which of the following activities do you complete when creating an interactive dashboard? Note: There are 3 correct answers to this question.
Select data sources.
Define key figure exceptions.
Select report variants.
Define access by business role.
Define chart interaction.
Which of the following are features of custom report creation in SAP Cloud for Customer? Note: There are 3 correct answers to this question.
Custom report creation is supported with a guided procedure.
Variable selection is possible.
Direct assignment of a report to a business user is supported.
Custom calculated key figures are allowed.
Custom reports can be created by all users.
When would you use the Notification function in SAP Cloud for Customer? Note: There are 3 correct answers to this question.
When users need to be informed about a task to be processed
When users need to be informed about a customizing change
When users need to be informed about a changed item
When users need to be informed about an approval process
When users need to be informed about new SAP Cloud for Customer features.
Your customer defines a person who is responsible for checking every SAP Cloud for Customer upgrade. Upgrade notifications need to be sent via e-mail to this person. Which of the following steps must you perform in SAP Cloud for Customer to set this up?
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.
Which of the following elements can you configure when creating a custom dashboard? Note: There are 3 correct answers to this question.
Key figures
Sources
Characteristics
Connections
Layout
Which data is synchronized bi-directionally between SAP Cloud for Customer and SAP CRM on premise? Note: There are 2 correct answers to this question.
Product master data
Account master data
Territory Management data
Which are the primary types of analytics features in SAP Cloud for Customer? Note: There are 3 correct answers to this question.
Interactive dashboard
Standard report
Custom report
Scorecard
KPI
Which of the following standard party roles can you assign to an account via Territory Management? Note: There are 3 correct answers to this question.
Processor
Employee responsible
Account team member
Primary contact
Service technician
Which of the following settings are available in the Service and Social view of the Administrator work center in SAP Cloud for Customer? Note: There are 3 correct answers to this question.
Service ticket priorities
Service levels
Ticket templates
Organizational work distribution
Ticket routing rules
When using data migration templates for the initial load, which activities are parts of the migration process? Note: There are 3 correct answers to this question.
Upload data from the template file.
Export data to a local file
Realign territory data
Align data fields with input fields
Find and fix errors in the data file
An administrator wants to control the available field entries based on the user’s business role. Which feature should the administrator use?
Adaptation
Code list restriction
Personalization
Which of the following actions can you perform using the Administration Adaptation function? Note: There are 2 correct answers to this question.
Enter default extension field values based on business logic
Validate values for an extension field based on another field
Create extension field and define its properties.
Create a code list restriction for standard and extension fields.
Which of the following options can you find in the Help Center pane in SAP Cloud for Customer? Note: There are 3 correct answers to this question.
Report Incident
Glossary
Password Change
Make SAP Cloud for Customer Better
To which of the following can you control access for sales representatives when you edit business roles?
Dashboard
Report
To which of the following can you assign a custom report to control its visibility? Note: There are 2 correct answers to this question.
User
Job function
Work center
Which elements can you define during fine tuning? Note: There are 2 correct answers to this question.
Account hierarchy
Sales territory hierarchy level
Routing rules
Sales assistant
What must you do to ensure a successful integration between SAP Cloud for Customer and an SAP on-premise solution? Note: There are 3 correct answers to this question.
Configure pre-packaged integration content.
Include SAP Business Warehouse integration requirements early in the project.
Decide to use point-to-point or middleware integration.
Ensure the project team includes functional and technical resources.
Determine the number of custom fields early in the project.
How do you restrict the list of accounts for a territory realignment run?
Select accounts using nested decision tables.
Flag relevant accounts within the master data view.
Select accounts manually from a list in the wizard.
Define a selection for the Account Selection report.
Which of the following are optional while setting up a custom report that you want to make available for end users? Note: There are 3 correct answers to this question.
Assign the report to a role.
Assign the report to a work center.
Choose a data source.
Maintain a condition.
Create a key figure.
Which activities must you perform during the scoping process of an SAP Cloud for Customer implementation project? Note: There are 3 correct answers to this question.
Define integration to external IT systems.
Select business processes.
Determine the relevant countries.
Define global access restrictions.
Your customer wants to implement a multi-step approval process for sales quotes based on the account classification. Which of the following steps are mandatory to achieve this? Note: There are 2 correct answers to this question.
Define a condition for the account classification in the approval process.
Maintain the user ID of the approver in the approval process.
Create a copy of the default approval process and maintain the copy.
Define a condition to determine the approver in the approval process.
Which of the following tasks do you perform as part of the fine tuning activities for Territory Management? Note: There are 2 correct answers to this question.
Set up root node information.
Assign territories to accounts.
Add sub-nodes to the hierarchy.
Define hierarchy levels.
For which of the following business requirements would you use the Personalization feature? Note: There are 2 correct answers to this question.
A sales manager wants different screen layouts assigned to two different business roles.
An administrator wants to change a standard field label to a new value.
A service manager wants to arrange the ticket queue with Assigned To as the first column.
A sales representative wants to modify the screen layout.
You want to define a workflow rule. Which of the following is the correct sequence of steps you need to perform?
Enter Basic Data -> Define Conditions -> Define Actions -> Activate
Enter Basic Data -> Define Actions -> Define Conditions -> Activate
Enter Basic Data -> Review -> Define Conditions -> Activate
Enter Basic Data -> Define Actions -> Review -> Activate
For which of the following can you enable ticket routing using work distribution rules? Note: There are 2 correct answers to this question.
Employee
Organizational unit
Business user
Territory manager
Which of the following functions are provided by the SAP add-in for Microsoft Excel? Note: There are 2 correct answers to this question.
Insert SAP Cloud for Customer reports into Microsoft Excel spreadsheets.
Upload Microsoft Excel workbooks to SAP Cloud for Customer.
Publish Microsoft Excel workbooks to the Microsoft Sharepoint from SAP Cloud for Customer.
Share SAP Cloud for Customer report data using Object Linking and Embedding (OLE).
Which of the following prepackaged mashups exist for SAP Cloud for Customer? Note: There are 3 correct answers to this question.
Bing Maps
Hotmail
Google Maps
InsideView
SAP Jam
Which of the following objects can you design as an administrator under the Business Analytics work center in SAP Cloud for Customer? Note: There are 3 correct answers to this question.
KPIs
Data sources
Mashups
You want to automatically assign employees to business objects using party roles. Where can you do this?
In the territory hierarchy nodes
In the activity list
In users and access management
In the organizational structure
What are reasons to integrate SAP Cloud for Customer with SAP ERP and SAP CRM? Note: There are 2 correct answers to this question.
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.
To run subsidiaries through SAP cloud solutions with shared master data.
To update products and customer data from SAP cloud to SAP on-premise solutions.
What can an administrator track using the Content Transfer tool?
Change to data sources
Change to layout adaptations
Changes to form templates
Changes to master data
Which of the following can you use to restrict the values of a dropdown list? Note: There are 3 correct answers to this question.
Business document
Extension field
Business field
Access rights
On which environments can you use integration flows? Note: There are 2 correct answers to this question.
SAP BusinessObjects Business Intelligence
SAP HANA Cloud Integration
SAP Data Services
SAP NetWeaver Process Integration
What is a workflow rule used for? Note: There are 2 correct answers to this question.
To define and activate an approval process
To set up the organizational work distribution
To set up automatic e-mail notification
To define and activate rules for automatic field updates
From which work center can you request a production tenant? Note: There are 2 correct answers to this question.
Application and User Management work center
Service Control work center
What is the purpose of creating a business role in SAP Cloud for Customer?
To create predefined workflow distribution rules
To create predefined access rights
To group predefined organizational units
To group predefined accounts
