Which element is needed to determine the due date for the initial ticket response in Service Level Agreements?

• A.Priority
• B.Service category
• C.Document types
• D.Maintenance plan

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Question 42: You want to create a service ticket with a reference to an installed base, but installed base is not available for selection.
What could be the reason?

• A.The address of the installed base does not match the account.
• B.You need to update the skills in the service ticket and the installed base.
• C.You need to be maintained as the contact for the installed base.
• D.The installed base is in status "In Preparation" and needs to be activated.

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Which of the following options are features within the Analytics framework? Note: There are 2 correct answers to this question.

• A.You can add custom fields in data sources and reports.
• B.You can create new custom reports based on join data sources.
• C.With the Dashboard Designer, KPIs can be joined to a new data source.
• D.With the mashup approach, offline access to an SAP BusinessObjects Bl system is available.

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

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

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Which action should an administrator take to get a system bug fixed within SAP Service Cloud?

• A.Document an influencer story.
• B.Report a ticket.
• C.Send an e-mail to SAP Cloud Support.
• D.Create an incident.

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