Question 1

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

Options :

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

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

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

D : Establish release management.

E : Establish regular housekeeping tasks and procedures.

Answer: A,C,D

Question 2

Which of the following parameters can be maintained by the administrator when configuring a new e-mail channel? Note: There are 3 correct answers to this question.

Options :

A : Reply to default

B : Channel type

C : Mashup service

D : Channel email ID

E : Case type

Answer: A,B,E

Question 3

What steps are required to convert incoming emails into cases? Note: There are 2 correct answers to this question.

Options :

A : Enable the email channel within the CTI configuration.

B : Create an email channel for the object type Cases and enter the default case type to be used.

C : Define the default email template for incoming enquiries.

D : Create and activate a case type.

Answer: B,D

Question 4

Which of the following standard charts are available in the All Cases worklist? Note: There are 3 correct answers to this question

Options :

A : Cases by Source/Channel

B : Cases by Priority

C : Cases by Category

D : Cases by SLA

E : Cases by Service Team

Answer: A,B,C

Question 5

Which of the following account types can be used in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

Options :

A : Contacts

B : Channel partners

C : Groups

D : Individual customers

Answer: A,D

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