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下載Certified Application Associate – SAP Service Cloud 2111考試題庫

NEW QUESTION 50
You set up an e-mail channel to process incoming tickets and create new customers for unknown senders. Which action should you take if you would rather route unknown senders to a common inbox (Unassociated E-mails)?

  • A. Switch from channel direction outbound to inbound.
  • B. Switch from channel type B2C to B2B.
  • C. Switch from channel type B2B to B2C.
  • D. Switch from channel direction inbound to outbound.

Answer: C

 

NEW QUESTION 51
Which of the following are benefits of ticket hierarchies in SAP Service Cloud?Note: There are 2 correct answers to this question

  • A. Opening the main ticket allows you to see all of the connected sub-tickets.
  • B. You can change the status of multiple sub-tickets from the main ticket.
  • C. Changing the customer in the main ticket updates the customers in the related sub-tickets.
  • D. Creating a ticket on the main account automatically creates tickets on the sub-accounts.

Answer: A,B

 

NEW QUESTION 52
Which tools would you use to create new accounts in SAP Service Cloud? Note: There are 2 correct answers to this question.

  • A. Data Workbench
  • B. Mass Change Account Data
  • C. Online Maintenance
  • D. Workflow With Action Account Creation

Answer: A,C

 

NEW QUESTION 53
Which types of categories can be used in the service catalog? Note: There are 3 correct answers to this question.

  • A. Cause category
  • B. Incident category
  • C. Maintenance category
  • D. Warranty category
  • E. Process category

Answer: A,B,E

 

NEW QUESTION 54
Which of the following actions are necessary to successfully use installed bases in service tickets? Note: There are 2 correct answers to this question.

  • A. At least one service object needs to be assigned.
  • B. A service contract is active.
  • C. A customer needs to be assigned.
  • D. Address mismatches must be corrected first.

Answer: A,C

 

NEW QUESTION 55
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