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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 correct answers 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 correct answers 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
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 correct answers 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 correct answers 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
5. Ticket management rules correct answers 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 correct answers 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 correct answers 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
2. Chat
3. SAP FSM integration
4. Work Requests correct answers 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 correct answers 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 correct answers 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)
Which of the following can be done via quick view?
1. Make a record a favorite
2. Delete a record
3. Flag a record
4. Create a record correct answers 1. Make a record a favorite
3. Flag a record
Which of these statements about Personalization is correct?
1. Available upon request
2. Can be used to hide fields
3. Affects all users on the same team
4. Can be used to create widgets
5. Is done at SAP Service Cloud set-up correct answers 2. Can be used to hide fields
-Anyone can use personalization at any time with the changes affecting only that user and no
other user
-Using personalization you can hide fields
-You can modify widgets including adding or removing them from view, but you cannot create
them unless you are an admin
What is David, a service agent, expected to do first to determine the priority of his tasks at any
given time?
1. View the team queue
2. Consult with his supervisor
3. Check the unassigned tickets
4. Check his queue correct answers 4. Check his queue
-While all of these options are legitimate depending, his first action is always to keep an eye on
his queue where he can see all his tickets each with an assigned priority
=He can change a ticket's priority at any time, including any escalated to him
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 correct answers 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 correct answers 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
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 correct answers 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 correct answers 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
5. Ticket management rules correct answers 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 correct answers 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 correct answers 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
2. Chat
3. SAP FSM integration
4. Work Requests correct answers 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 correct answers 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 correct answers 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)
Which of the following can be done via quick view?
1. Make a record a favorite
2. Delete a record
3. Flag a record
4. Create a record correct answers 1. Make a record a favorite
3. Flag a record
Which of these statements about Personalization is correct?
1. Available upon request
2. Can be used to hide fields
3. Affects all users on the same team
4. Can be used to create widgets
5. Is done at SAP Service Cloud set-up correct answers 2. Can be used to hide fields
-Anyone can use personalization at any time with the changes affecting only that user and no
other user
-Using personalization you can hide fields
-You can modify widgets including adding or removing them from view, but you cannot create
them unless you are an admin
What is David, a service agent, expected to do first to determine the priority of his tasks at any
given time?
1. View the team queue
2. Consult with his supervisor
3. Check the unassigned tickets
4. Check his queue correct answers 4. Check his queue
-While all of these options are legitimate depending, his first action is always to keep an eye on
his queue where he can see all his tickets each with an assigned priority
=He can change a ticket's priority at any time, including any escalated to him
