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| Section | Weight | Objectives |
|---|---|---|
| Service Contracts | 8%-12% | - Contract creation and assignment - Entitlement determination |
| Integration | 8%-12% | - System integration best practices - Pre-packaged integration scenarios |
| Implementation Basics | 8%-12% | - Solution configuration and fine-tuning - SAP implementation methodologies |
| Organizational Management | 8%-12% | - Organizational structure setup - Work distribution rules |
| Warranty Management | <8% | - Warranty determination and processing |
| Reporting and Analytics | 8%-12% | - Basic custom reporting - Standard reports and dashboards |
| Installed Base | <8% | - Use in service tickets |
| Registered Products | <8% | - Use in service tickets |
| Service Request Management | 12%-16% | - Service level agreements (SLA) - Create and process service tickets - Escalation and routing rules |
| User Management | 8%-12% | - Set up data access restrictions - Maintain employees, business roles and users |
| Administrative Configuration | 8%-12% | - Approval processes - Business configuration activities |
1. Which of the following functions can you perform using the Language Adaptation tool?
A) Translate notes entered by a user
B) Translate extension field labels
C) Translate work center and view labels
D) Translate all buttons
2. You create a ticket and the warranty is NOT determined in a service ticket. What must be the Uncovered incident category?
A) Resolution category
B) Cause category
C) Product category
D) Incident category
3. Which of the following tasks can you perform using the fine tuning activity for service processing during business configuration?
Note: There are 2 correct answers to this question
A) Assign tickets to the last processor
B) Manage business tasks for employee support
C) Disable the profanity check for outbound responses
D) Create or delete custom channels
4. From which of the following lists do you add products to the maintenance items?
A) Product categories
B) Product list
C) Registered products
D) Products from related tickets
5. How can you create a ticket from an active maintenance plan? Note: There are 2 correct answers to this question.
A) Manually using the Trigger Manual Run option
B) Automatically using a scheduled workflow
C) Automatically using a background job
D) Automatically using a MDRO
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: B,D | Question # 4 Answer: B | Question # 5 Answer: A,D |
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