Which key features of the Analytics framework allow you to monitor business processes in SAP Service Cloud? Note: There are 3 correct Answers to this question.

• A.Standard reports
• B.Web service message monitoring
• C.Custom reports
• D.Interactive dashboards
• E.Inner join data sources

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

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What are the different types of mashups available in SAP Service Cloud? Note: There are 2 correct answers to this question.

• A.HTML mashups
• B.Internal mashups
• C.ASAP mashups
• D.URL mashups

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Which fields can be determined by using SLAs? Note: There are 2 correct answers to this question.

• A.Ticket due date
• B.Service level of incoming tickets
• C.Status
• D.Service category

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When an end user logs an incident in SAP Service Cloud, which steps will be used by the administrator to manage the incident?

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

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