Which tools can you use to dispatch a service technician to an open demand ticket? Note: There are 3 correct Answers to this question.

• A.Time recording
• B.Manual Routing
• C.FSM
• D.Activity Planner
• E.MRS

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What can you use to keep track of new knowledge base articles and changes made to the existing ones if you have set up SAP Jam as a knowledge base?

• A.Solution finder
• B.Knowledge Base fine -tuning activity
• C.Broadcast
• D.Feed

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What are the main uses for warranty management in SAP Service Cloud? Note: There are 2 correct Answers to this question.

• A.Routing rules can be applied to warranties.
• B.The system can be set up so that certain incident categories are not covered.
• C.The agent is prompted to upsell a warranty to the customer.
• D.When an agent creates a ticket with a registered product, the warranty is automatically determined.

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

• A.Assign Restriction Rules
• B.Usage of Delegates
• C.Activate Scoping Item Determination for Territory Owner in Transaction
• D.Configure Work Distribution Rules for Employees

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You have configured the Service Level Agreements (SLAs) and their determination rules, but they are not derived in the service ticket.
Which of the following could be a reason for that?
Note: There are 2 correct answers to this question.

• A.The determination rules have been configured, but not activated.
• B.A workflow rule has to be scheduled to trigger the determination.
• C.The question related to SLAs must be activated in project scoping.
• D.The system background job for SLA determination runs every 30 minutes and has not been executed yet.

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