When an end user logs an incident in SAP Service Cloud, which steps will be performed by the administrator to manage the incident? Note: There are 2 correct Answers to this question.

• A.Push the incident to SAP Service Cloud support.
• B.Change the priority to escalated.
• C.Start processing.
• D.Set up a multi-step approval process.

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What can you do with the add-In for Microsoft Outlook? Note: There are 2 correct answers to this question.

• A.Add a reference to a service contract.
• B.Use e-malis as a response to a ticket.
• C.Add a reference to an account.
• D.Add an account team member.

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Which configuration steps can be used in SAP Service Cloud to send e-mails to a customer? Note: There are 2 correct Answers to this question.

• A.Set up an approval process.
• B.Activate Live Activity Configuration.
• C.Create a customer and assign an e-mail address.
• D.Define a template.

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What must you consider when you want to upload master data to SAP Service Cloud using templates? Note:
There are 2 correct answers to this question.

• A.There is a template available for each object that allows tool-supported migration.
• B.Field definitions are not relevant.
• C.Data can be loaded only once.
• D.The template structure is predefined and cannot be changed.

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The system needs to be set up to route all messages from Twitter that get created as service tickets to be handled by a specific team. Which feature of SAP Service Cloud can help with this?

• A.Work distribution
• B.Social channel setup
• C.Service Level Agreement
• D.Knowledge base integration

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