Which types of work distribution are possible for routing tickets in SAP Service Cloud? Note: There are 3 correct Answers to this question.

• A.Territory work distribution
• B.Service category distribution
• C.Organizational work distribution
• D.Account work distribution
• E.Employee work distribution

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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 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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A maintenance plan is created with the condition "Every 5 weeks". Based on this condition, a ticket is created on March 1, but ticket processing is delayed. Which option should you enable on the ticket template to avoid creation of multiple tickets?

• A.Consider contract status
• B.Consider delay
• C.Consider ticket resolved on date
• D.Consider maintenance plan condition

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Which key user tool allows you to change field properties on the SAP Service Cloud UI?

• A.Adaptation
• B.Code list restriction
• C.Mashup
• D.Workflow rules

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The status of a ticket needs to be escalated. Which tool can be used to achieve this? Note: There are 2 correct Answers to this question.

• A.Resource scheduler
• B.Workflow rule
• C.Maintenance plan
• D.Feature action within tickets

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