Question 1

Which of the following actions can a service agent perform in the Customer Hub in Agent Desktop? Note: There are 3 correct answers to this question

Options :

A : Edit customer details

B : Create a new e-mail message or a new case from the What Would You like to do? area

C : Launch a customer survey

D : View customer details

E : Access interactions and notes in the timeline tab

Answer: A,D,E

Question 2

Which elements are used to calculate the due dates defined in Service Level Agreements? Note: There are 2 correct answers to this question.

Options :

A : Service contract

B : Working calendar

C :

Maintenance plan

D :

Operating hours

Answer: B,D

Question 3

Which milestone can you use for service levels?

Options :

A : Warranty validity

B : Created-on date

C :

Initial review date

D : Status

Answer: B

Question 4

You want to control the access of fields in SAP Service Cloud Version 2. Which element can help you implement the business need?

Options :

A : Determination rule

B : Approval

C : Case routing

D : Page layout

Answer: D

Question 5

You want to assign employees to multiple organizational units. Which action needs to be performed to achieve this?

Options :

A : Assign employees directly to different organizational objects.

B : Enable the Primary flag in the organization unit.

C : Acquire an additional license for the required add-on.

D : Assign the employee at company level.

Answer: A

Online C_C4H56_2411 Practice Test - Free Sample Exam Questions