Which tool do you use to determine a service ticket processing team, based on conditions?

• A.SLA determination
  B -Ticket routing rule
• B.Data Workbench
• C.Delegation rules

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

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Which of the following statements is correct in the context of scoping and fine-tuning? Note: There are 2 correct Answers to this question.

• A.Scoping is the process of matching your individual business requirements to predefined solution capabilities.
• B.Fine-tuning is the process of generating the activity list by answering questions about which business processes will be implemented.
• C.The activity list is automatically generated by the system based on your scoping decisions.
• D.Scoping is automatically generated by the system based on your fine-tuning decisions.

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What objects can be used to define work distribution rules? Note: There are 2 correct answers to this question.

• A.Incidents
• B.Service agents
• C.Employees
• D.Territories

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Which feature is used to limit values in a drop-down list?

• A.Extension fields
• B.Personalization
• C.Code list restriction
• D.Adaptation

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