Which item can be assigned to organizational structures, team assignments and workflow rules?

• A.Service agent
• B.Business user
• C.Employee
• D.Business role

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When a customer calls in with a problem with their product, which feature helps the service agent quickly identify the unique product ?

• A.Registered product
• B.Installed base
• C.Service warranty
• D.Service contract

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What are the steps required to set up an approval process? Note: There are 3 correct answers to this question.

• A.Set validity from and to dates.
• B.Configure a resource scheduler.
• C.Configure process steps and define work distribution.
• D.Copy an existing approval process and modify the details.
• E.Create a new registered product.

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Which action is recommended for the administrator to solve an issue in the SAP Service Cloud system?

• A.Write a message to SAP via social media.
• B.Write an e-mail to your implementation partner.
• C.Report an incident in SAP Service Cloud and forward to the requester.
• D.Report an incident in SAP Service Cloud and forward to the provider.

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Which fields can be determined by using Service Level Agreements? Note: There are 2 correct answers to this question.

• A.Service category
• B.Service level of incoming tickets
• C.Status
• D.Ticket due date

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