CX CERTIFICATION EXAM UPDATED
QUESTIONS AND CORRECT ANSWERS.
Which of the following is a step in the field services process? Select 2:
1. The service team determines if service is needed
2. The Service call is assigned to the service agent
3. The service tech assigns the work ticket to the service agent
4. The service tech records the time spent on the service call
5. The service agent creates the invoice as advised by the service tech - ANS 1. The service
team determines if service is needed
4. The service tech records the time spent on the service call
What is the last step the service agent performs when assigning a work ticket to a service tech?
1. Activate the ticket
2. Release for scheduling
3. Check consistency
4. Set status to Open
5. Check Requires work - ANS 2. Release for scheduling
-Having created the ticket, the service agent first checks the "required work" toggle then
assigns the service tech, and finally releases the ticket for scheduling
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
,Which of the following tasks is generally performed by the service tech?
1. Log time after a service call
2. Assign the ticket to the customer
3. Request a start date for the service call
4. Assign a priority to the work ticket
5. Invoice their time - ANS 1. Log time after a service call
-In completing a service call the service tech chekcs the work ticket details, performs the work,
then logs the time, so the customer can be invoiced or the time charged against a warranty or
maintenance plan
Time recording needs to be configured in SAP service cloud for techs to then be able to record
their time. Why does this configuration involve the creation of a service product in the service
cloud product catalog?
1. To activate time recording
2. To give technicians access
3. For invoicing the customer
4. For manager approval
5. For auto approval - ANS 3. For invoicing the customer
Which feature makes sure tickets are assigned to the right team based on your business
requirements?
1. Service level agreements
2. Work distribution rules
3. Maintenance Plans
4. Contract rules
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
,5. Ticket management rules - ANS 2. Work Distribution rules
-Work distribution rules allow you to assign tickets based on the customer, category, or any
other criteria
In which type of object would you configure the initial response and completion time for a
ticket based on an agreement between the provider & customer?
1. Work distribution rule
2. Service category
3. Service Level
4. Maintenance Plan
5. Account Type - ANS 3. Service Level
-The details of a service level agreement, or SLA, are maintained in the service level object
What is the primary reason why SAP C4C would be a perfect fit for an example business case
company like Aspen Bikes?
1. A growing global market
2. High quality manufacturing
3. Sales & service
4. Fast growing
5. Legacy systems - ANS 3. Sales & Service
-SAP C4C is a solution for a company's sales & service business process needs
Which of the following ways can a customer interact with a service agent using SAP Service
cloud? (2)
1. Email
3 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
, 2. Chat
3. SAP FSM integration
4. Work Requests - ANS 1. Email
2. Chat
-other ways can be phone, IoT, web self service portal and social media
Which statement about the SAP Service Cloud Customer Service Process is correct?
1. the process has 6 steps
2. service agent triggered
3. repair agent triggered
4. last step is resolve issue
5. fourth step is respond - ANS 5. fourth step is respond
-5 step process: Incoming comms trigger, processing, resolve issue, respond, close
Which statement about the FSM process is correct?
1. time is logged in logistics
2. maintenance type is determined in prepare
3. service visits are scheduled in wrap-up
4. needs are identified in step 2
5. work can be at a depot - ANS 5. Work can be at a depot
-Step 1: Identify (maintenance type is determined)
-Step 2: Prepare
-Step 3: Logistics (service visit scheduled)
-Step 4: Work is performed (on-site or at depot)
-Step 5: Wrap-Up (Time is logged)
4 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
QUESTIONS AND CORRECT ANSWERS.
Which of the following is a step in the field services process? Select 2:
1. The service team determines if service is needed
2. The Service call is assigned to the service agent
3. The service tech assigns the work ticket to the service agent
4. The service tech records the time spent on the service call
5. The service agent creates the invoice as advised by the service tech - ANS 1. The service
team determines if service is needed
4. The service tech records the time spent on the service call
What is the last step the service agent performs when assigning a work ticket to a service tech?
1. Activate the ticket
2. Release for scheduling
3. Check consistency
4. Set status to Open
5. Check Requires work - ANS 2. Release for scheduling
-Having created the ticket, the service agent first checks the "required work" toggle then
assigns the service tech, and finally releases the ticket for scheduling
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
,Which of the following tasks is generally performed by the service tech?
1. Log time after a service call
2. Assign the ticket to the customer
3. Request a start date for the service call
4. Assign a priority to the work ticket
5. Invoice their time - ANS 1. Log time after a service call
-In completing a service call the service tech chekcs the work ticket details, performs the work,
then logs the time, so the customer can be invoiced or the time charged against a warranty or
maintenance plan
Time recording needs to be configured in SAP service cloud for techs to then be able to record
their time. Why does this configuration involve the creation of a service product in the service
cloud product catalog?
1. To activate time recording
2. To give technicians access
3. For invoicing the customer
4. For manager approval
5. For auto approval - ANS 3. For invoicing the customer
Which feature makes sure tickets are assigned to the right team based on your business
requirements?
1. Service level agreements
2. Work distribution rules
3. Maintenance Plans
4. Contract rules
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
,5. Ticket management rules - ANS 2. Work Distribution rules
-Work distribution rules allow you to assign tickets based on the customer, category, or any
other criteria
In which type of object would you configure the initial response and completion time for a
ticket based on an agreement between the provider & customer?
1. Work distribution rule
2. Service category
3. Service Level
4. Maintenance Plan
5. Account Type - ANS 3. Service Level
-The details of a service level agreement, or SLA, are maintained in the service level object
What is the primary reason why SAP C4C would be a perfect fit for an example business case
company like Aspen Bikes?
1. A growing global market
2. High quality manufacturing
3. Sales & service
4. Fast growing
5. Legacy systems - ANS 3. Sales & Service
-SAP C4C is a solution for a company's sales & service business process needs
Which of the following ways can a customer interact with a service agent using SAP Service
cloud? (2)
1. Email
3 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
, 2. Chat
3. SAP FSM integration
4. Work Requests - ANS 1. Email
2. Chat
-other ways can be phone, IoT, web self service portal and social media
Which statement about the SAP Service Cloud Customer Service Process is correct?
1. the process has 6 steps
2. service agent triggered
3. repair agent triggered
4. last step is resolve issue
5. fourth step is respond - ANS 5. fourth step is respond
-5 step process: Incoming comms trigger, processing, resolve issue, respond, close
Which statement about the FSM process is correct?
1. time is logged in logistics
2. maintenance type is determined in prepare
3. service visits are scheduled in wrap-up
4. needs are identified in step 2
5. work can be at a depot - ANS 5. Work can be at a depot
-Step 1: Identify (maintenance type is determined)
-Step 2: Prepare
-Step 3: Logistics (service visit scheduled)
-Step 4: Work is performed (on-site or at depot)
-Step 5: Wrap-Up (Time is logged)
4 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
