Which of the following parameters can be maintained by the administrator when configuring a new e-mail channel? Note: There are 3 correct answers to this question.
Correct Answer: B,C,D
Question 2
What are the prerequisites for integrating external systems into Agent Desktop? Note: There are 2 correct answers to this question.
Correct Answer: B,C
Question 3
Which actions could you take to control the reaction times of a case? Note: There are 3 correct answers to this question.
Correct Answer: B,C,D
Question 4
Which elements are used to calculate the due dates defined in Service Level Agreements? Note: There are 2 correct answers to this question.
Correct Answer: B,D
The due dates defined in Service Level Agreements are calculated based on the following elements: Working calendar: This is a calendar that defines the working days and hours for a specific country or region. It also includes the public holidays and other non-working days for that location. The working calendar is used to determine the actual duration of a service level objective, excluding the non-working time12. Operating hours: This is a time interval that defines the availability of a service team or an individual employee. It specifies the start and end time of the working hours for each dayof the week. The operating hours are used to determine the actual response time of a service level objective, excluding the time when the service team or employee is not available3 . The service contract and the maintenance plan are not elements that are used to calculate the due dates defined in Service Level Agreements. The service contract is an agreement between a service provider and a customer that defines the scope, terms, and conditions of the service delivery. The maintenance plan is a schedule that defines the frequency and type of maintenance activities for an installed base object. References = 1: Working Calendar - SAP Online Help, 2: Configuring a Service Level Agreement - SAP Learning, 3: Operating Hours - SAP Online Help, : [Using Service Level Agreements - SAP Learning], : [Service Contract - SAP Online Help], : [Maintenance Plan - SAP Online Help]
Question 5
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.
Correct Answer: B,C
End users can access the Customer Hub in Agent Desktop: * Manually via the menu (B): Agents navigate to the Customer Hub app to search for customers. * Automatically during recognized calls (C): If the caller's number matches a known customer, the Customer Hub opens. * Customer identification (A) is part of manual navigation, not a separate access method. * Unknown callers (D) do not trigger automatic Customer Hub access. References: * SAP Help Portal: Customer Hub Access in Agent Desktop * SAP Documentation: Automated Customer Hub Triggering
