SAP C_C4H47I_34 SAP Certified Application Associate - SAP Sales Cloud Version 2 Exam Practice Test

According to the SAP Service Cloud Version 2 Feature Scope Description1, Appointments are used to schedule and track activities related to service requests, such as meetings, tasks, phone calls, and visits. The system provides four default categories for Appointments: Meeting, Task, Outbound Phone Call, and Inbound Phone Call. However, only Meeting and Task categories are mandatory and cannot be deleted. The other two categories can be deactivated or deleted by the administrator if they are not needed. Therefore, the correct answers are A and C. References = SAP Service Cloud Version 2 Feature Scope Description, page 28.

Mobile application synchronization issues are resolved by generating a device log from the mobile device of the business user. The device log contains information about the device, the application, and the synchronization process. The device log can be sent to the administrator or the support team for further analysis and troubleshooting. The device log can be generated by tapping the Generate Device Log button in the About screen of the mobile application. References = Defining Offline Settings for Applications - SAP Mobile Services …

 A Source is a field that indicates where a Lead came from, such as a website, an event, or a referral. You can create custom Sources to track Leads from different channels, such as social media. To create a new Source, you need to access the Business Configuration work center, select the Implementation Projects view, and open the Fine-Tune activity list. Then, you need to find and open the Leads activity, and click on Maintain Sources. Here, you can add a new Source with a name and a description, such as “Social Media”. You can also assign a Source Category to group similar Sources together. After saving your changes, you can use the new Source when creating or editing Leads in the system. You can also use the Source field as a filter or a report parameter to analyze the performance of your Leads from different Sources. References = SAP Service Cloud Version 2 | SAP Help Portal, Creating a Lead in SAP Sales Cloud

The administrator feature that involves tracking and reviewing email communications is Email Analyzer. Email Analyzer is a tool that allows administrators to monitor and analyze the email traffic between the system and external email servers. It helps to identify and troubleshoot issues related to email processing, such as failed deliveries, bounced emails, or incorrect routing. Email Analyzer also provides statistics and charts to visualize the email performance and trends. References = Email Analyzer, SAP Sales Cloud Version 2 Features

 According to the SAP Sales Cloud Version 2 Solution Guide1, surveys are used to collect feedback from customers or prospects on various topics, such as product satisfaction, service quality, or marketing campaigns. Surveys can be created and assigned to different categories, which help to organize and filter them. The default survey categories that are pre-delivered with the SAP Sales Cloud Version 2 tenant are Checklist and Call Script1. These categories are suitable for the sales team to use in a new call list, as they allow them to follow a predefined set of questions or actions during a phone call with a customer or prospect. Checklist surveys can be used to verify certain information or requirements, while call script surveys can be used to guide the conversation and capture the responses2. Promotion and Sentiment Score are not default survey categories, but they can be created as custom categories if needed1. References = 1 Solution Guide for SAP Sales Cloud | SAP Help Portal 2 Creating Surveys - SAP Sales Cloud Version 2 - openSAP Microlearning

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A reason for status is a configuration that allows administrators to define a list of possible reasons for changing the status of a sales quote. For example, a reason for status could be “Competitor Price”, “Customer Budget”, or “Delivery Time”. By configuring a reason for status, administrators can enable sales representatives to select a reason when they update the status of a sales quote to either won or lost. This way, Best Run Bikes can maintain a reason for all the sales quotes that are either won or lost, and use this information for reporting and analysis purposes. References = SAP Service Cloud Version 2 | SAP Help Portal (page 17), Configuring Sales Quotes - SAP Learning (page 3)

• Upload Accounts using the Data Import Tool: You can use the Data Import Tool to import data from external sources into SAP Service Cloud Version 2. You can upload Accounts as well as other business objects such as Contacts, Cases, Products, etc1
• Maintain Individual Customers: You can create and manage individual customers as Accounts in SAP Service Cloud Version 2. You can also link individual customers to corporate Accounts as contacts2
• Merge similar Accounts: You can merge two or more Accounts that have similar or duplicate information. You can choose which Account to keep as the master record and which fields to retain from the source records. The related business objects of the source records are also transferred to the master record3

You cannot perform the following administrative actions when maintaining Accounts for Best Run Bikes:

• Configure Customer Insights: Customer Insights is a feature that provides you with a comprehensive view of your customers’ behavior, preferences, and needs. You can configure Customer Insights in the Administration work center, not in the Accounts work center4
• Download Accounts using the Data Export Tool: There is no Data Export Tool in SAP Service Cloud Version 2. You can export data from SAP Service Cloud Version 2 using reports or OData services5

References = 1: Data Import Tool 2: Maintaining Individual Customers 3: Merging Accounts 4: Configuring Customer Insights 5: Exporting Data from SAP Service Cloud Version 2

Sales Representatives can access different email channels depending on the salesdocument they are working on. For example, when they are working on a Lead, they can access the Lead email channel, which is configured to send emails from a specific email address and template. However, they can also access the General email channel, which is a default channel that can be used for any sales document. The General email channel is configured to send emails from the user’s own email address and template. Sales Representatives cannot access the Opportunity email channel when working on a Lead, as this channel is only available for Opportunities. References = Configuring Email - SAP Learning, SAP Service Cloud Version 2 Communication Channels: Mail, Phone and Knowledge Base Integration - SAP Learning

• Embedding custom modules created in SAP Build App is a correct answer because SAP Build App (formerly known as SAP AppGyver) is a no-code development environment that allows users to build business applications without the need for pro-code development knowledge1. SAP Build App is part of the SAP Extension Suite, which enables side-by-side extensibility for SAP Sales Cloud Version 22.
• Extending standard delivered applications, Adding custom fields on existing entities, and Enhancing the code baseline without modifying the standard are not correct answers because they are examples of in-app extensibility, not side-by-side extensibility. In-app extensibility allows users to customize and adapt the standard functionality of SAP Sales Cloud Version 2 within the same system, using tools such as fields, layouts, mash-ups, and key user tools3.

References = 1: Design and Develop Extensions on SAP Service and Sales Cloud Version 2 Using SAP AppGyver 2: Getting Familiar with SAP Sales Cloud Version 2 - SAP Learning 3: SAP Help Portal - SAP Online Help

 A pricing determination rule defines how the system determines the pricing procedure for a sales document. The pricing procedure is a set of condition types that are used to calculate the prices and discounts for a sales document. The pricing determination rule can use the following data as criteria: document type, product, and sales organization. The document type specifies the type of sales document, such as opportunity, quote, or order. The product specifies the product ID or category of the item. The sales organization specifies the organizational unit responsible for selling the product. The system uses these data to find the most specific and accurate pricing procedure for the sales document. References = Setting up Pricing, section “Sales Cloud Version 2 PricingComponents”; Determining Different Pricing Options, section “Calculating Customer Pricing”; Validation, Determination, Service Cloud v2, Sales Cloud v2, section “Using Code Blocks”.

 To create a Call List so it can be executed and monitored via the Digital Selling Workspace, you need to follow these steps:

• Define Key Objectives of Call List: You need to specify the purpose, target audience, and expected outcome of the Call List. This will help you to measure the effectiveness and ROI of the Call Campaign.
• Create Call List: You need to create a new Call List object and fill in the basic details such as name, description, owner, status, and start and end dates.You can also add custom fields if needed.
• Add Script to Call List: You need to create or select a Script that contains the questions and answers that the agents will use during the calls. You can also define the branching logic and the disposition codes for the Script.
• Add Resources to Call List: You need to add the Leads or Contacts that you want to call as Resources to the Call List. You can also assign them to different agents or teams based on your criteria.
• Monitor Call Campaign Progress: You need to use the Digital Selling Workspace to execute and monitor the Call Campaign. You can see the status, progress, and results of each call, as well as the overall performance and analytics of the Call List.

References = You can find more information about these steps in the following resources:

• Solution Guide for SAP Service Cloud Version 2, pages 40-43
• SAP Service Cloud Version 2 - openSAP Microlearning, videos “Creating Call Lists” and “Using the Digital Selling Workspace”

Relationship Intelligence is a feature of SAP Sales Cloud Version 2 that provides insights into the level of engagement with external customers and the strength of relationships within the organization. To access Relationship Intelligence, a Sales Representative must use the My Network work center view, where they can see the relationship summary for all accounts and contacts in a single view, as well as the Hugrank, which indicates the relationship strength based on email and calendar activities. The My Network work center view also allows the Sales Representative to follow relationship recommendations, such as trending and fading accounts, and request warm introductions from colleagues who have stronger relationships with the contacts. References = Setting up Relationship Intelligence, Relationship Intelligence, Relationship Intelligence | SAP Help Portal, Relationship Intelligence - SAP Sales Cloud

You can help the customer start the procedure for the system provisioning by following the Onboarding Guide on the SAP Help Portal. The Onboarding Guide provides a step-by-step checklist for activating the tenant, configuring the settings, and accessing the solution. The guide also explains how to use the Data Import Tool, the SAP for Me portal, and the SAP Support Launchpad1

You cannot help the customer start the procedure for the system provisioning by raising a Support Ticket, asking for support from product development, or requesting admin access to their tenant. These options are not relevant or necessary for the system provisioning process23

References = 1: SAP Service Cloud Version 2 Onboarding Guide 2: SAP Sales Cloud and SAP Service Cloud v2 Onboarding Resource Center 3: Identifying Provisioning Services Operations : SAP Service Cloud Version 2 Set Up Guide

 Lead scoring is a feature of SAP Service Cloud Version 2 that uses machine learning to predict the probability of a deal based on past sales data. Lead scoring prioritizes leads based on the propensity to win. According to the SAP Service Cloud Version 2 documentation, the considerations used for lead scoring are:

• Lead source: The origin of the lead, such as a campaign, a referral, or a website. Different lead sources may have different conversion rates and influence the lead score.
• Lead status: The current stage of the lead in the sales pipeline, such as new, qualified, or closed. The lead status reflects the progress and readiness of the lead and affects the lead score.
• Lead priority: The level of urgency or importance assigned to the lead by the sales representative, such as low, medium, or high. The lead priority indicates the potential value and attractiveness of the lead and impacts the lead score.

References = View Lead Scoring Predictions

 Mobile Administration is a tool that allows administrators to configure the mobile app for SAP Service Cloud Version 2. Administrators can customize the header and list fields for different objects and views, such as calls, leads, opportunities, tasks, and more. Theheader fields are the fields that appear at the top of the object details screen, while the list fields are the fields that appear in the list view of the objects. By configuring the header and list fields, administrators can meet the business requirements of different roles and scenarios.

The correct answers are:

• A. Call list fields: Administrators can configure the call list fields to display the relevant information for each call, such as the account name, status, priority, duration, and more. This can help service agents to quickly identify and prioritize the calls they need to handle.
• C. Lead list fields: Administrators can configure the lead list fields to display the relevant information for each lead, such as the lead name, source, status, qualification, and more. This can help sales representatives to quickly identify and follow up on the leads they need to convert.
• E. Home page cards: Administrators can configure the home page cards to display the key information and actions for each role, such as the number of open tasks, calls, leads, opportunities, and more. This can help users to access the most important data and functions from the home screen of the mobile app.

The incorrect answers are:

• B. Target group list fields: Administrators cannot configure the target group list fields, as target groups are not supported in the mobile app for SAP Service Cloud Version 2. Target groups are collections of accounts or contacts that can be used for marketing campaigns or mass activities.
• D. Task header layout: Administrators cannot configure the task header layout, as the header layout is fixed for all objects in the mobile app for SAP Service Cloud Version 2. Administrators can only configure the header fields, but not the layout.

References = SAP Service Cloud Version 2 | SAP Help Portal (page 17), Mobile Administration - SAP Learning (page 4)

Playbook is a feature that helps you guide your sales team through the sales process by providing them with best practices, tips, and tasks for each sales stage. You can create and assign Playbooks to Opportunities based on certain rules and conditions. To achieve your requirement, you need to do the following steps:

• Configure a rule for Expected Value that checks if the deal size is more than 50,000 USD. This will trigger the Playbook assignment when the condition is met.
• Configure an Activity of type Appoint me that instructs the Sales Representative to schedule a meeting with the customer. This will be one of the tasks in the Playbook that the Sales Representative needs to complete.
• Optionally, you can also configure the Activity of type Appoint me as mandatory, which means that the Sales Representative cannot move to the next sales stage until the task is done. References = Playbook, Creating Playbooks, Assigning Playbooks to Opportunities

• B: The language adaptation tool is the correct option to change user interface texts for some standard applications in SAP Service Cloud Version 2. As an administrator, you can use this tool to translate or adjust texts for most areas such as application work centers, Feed, Live Activity, Enterprise Search categories, and most texts created in the SAP CloudApplications Studio1. You can also export and import text pools for different languages and scenarios1.

References = 1: Translate and Adapt User Interface Texts | SAP Help Portal

 NLP Classification is a machine learning scenario that can identify the language, sentiment, and other entities of tickets created from surveys and emails. It can also automatically populate the relevant fields in the ticket based on the extracted information. NLP Classification is part of the Machine Learning in SAP Cloud for Customer feature, which requires an SAP Service Cloud enterprise license or an Agent Console Add-On license. References = Machine Learning in SAP Cloud for Customer - SAP Online Help, Ticket NLP Classification section; How to set up Machine Learning Scenarios - SAP Service Cloud Version 2 - openSAP Microlearning, video transcript.

When configuring KPI Definitions in SAP Sales Cloud Version 2, you can group your aggregated totals by different dimensions, such as forecast category, expected value, sales unit, sales employee, etc. You can also choose to display the cumulative sum across forecast categories, which shows the total amount of all forecast categories up to the selected one. For example, if you select the forecast category “Commit”, the cumulative sum will include the amounts from “Closed Won”, “Best Case”, and “Commit”. Alternatively, you can choose to display the sum by forecast category, which shows the amount of each forecast category separately. For example, if you select the forecast category “Commit”, the sum will only include the amount from “Commit”. References = SAP Sales Cloud Version 2 Solution Guide, page 72-73; Sales Cloud KPIs – Visits Conversion Rate to Opportunities

Key Metrics is a feature of Customer Insights that allows you to define personalized key performance indicators (KPIs) for your customers. You can use Key Metrics to display important information from external sources via a dedicated API. For example, you can show the customer’s credit score, loyalty status, or satisfaction level. You can also configure the chart type, color, and threshold for each metric. References = In Version 2, Configure Customer Insights by defining personalized Key Metrics, Customer 360 - Customer Insights (Sales)

Call list configuration is a process that enables sales representatives to manage outbound calls to customers or prospects using SAP Service Cloud Version 2. Call list configuration involves the following steps:

• The administrator creates call list categories: Call list categories are used to group call lists based on different criteria, such as product, industry, or region. The administrator can create call list categories using the fine-tuning activity Configure Call List Categories. In this activity, the administrator can define the name, description, and color of each call list category, and assign them to business roles or organizational units.
• The sales manager creates call lists: Call lists are used to store the details of the customers or prospects that need to be contacted by sales representatives. The sales manager can create call lists using the app Call Lists. In this app, the sales manager can enter the name, description, and category of the call list, and add accounts or contacts to the call list. The sales manager can also assign the call list to a sales representative or a team, and set the start and end dates for the call list.
• The sales manager creates call list categories: Call list categories are also used to filter the accounts or contacts that can be added to a call list. The sales manager can create call list categories using the app Call List Categories. In this app, the sales manager can define the name, description, and color of each call list category, and specify the conditions that the accounts or contacts must meet to be included in the call list category. For example, the sales manager can create a call list category for customers who have purchased a certain product in the last six months.
• The administrator creates call lists: This step is not part of call list configuration. The administrator does not create call lists, but only configures the call list categories and the integration with SAP Contact Center or third-party telephony systems.
• The sales manager creates copies of call lists: This step is not part of call list configuration. The sales manager does not create copies of call lists, but only creates new call lists or edits existing call lists.

References = Configure Call Lists, Configure Call List Categories, Call Lists, Call List Categories

According to the SAP Service Cloud Version 2 User Guide1, Playbooks for Leads and Opportunities are a customizable set of activity and action proposals tailored to each sales phase in a sales cycle. They help sales representatives to execute their sales tasks efficiently and effectively by providing guidance and best practices. Playbooks can be configured by sales managers or administrators to suit different sales scenarios and customer segments. Therefore, the correct answer is C. References = SAP Service Cloud Version 2 User Guide, page 66.

Email templates are used to send personalized and consistent emails to customers or prospects. SAP Sales Cloud Version 2 supports three types of email templates: Response, Signature, and Campaign. Response templates are used to reply to customer inquiries or requests. Signature templates are used to add a professional signature to the email. Campaign templates are used to create and execute email campaigns for marketing or sales purposes. Complaint and Request are not valid template types in SAP Sales Cloud Version 2. References = Use E-Mail Templates for Sales Campaigns | SAP Help Portal, Solved: S/4 Hana Cloud - APP - Maintain Email Templates - SAP Community, Configuring Email Templates - SAP Customer Data Cloud

 The feature of SAP Sales Cloud V2 that provides sales representatives with predictive insights is Machine Learning. Machine learning is a subset of artificial intelligence that enables systems to learn from data and improve their performance without explicit programming. SAP Sales Cloud V2 leverages machine learning to provide intelligent sales predictions, such as propensity to close, lead scoring, sentiment analysis, and next best actions. These predictions help sales representatives to prioritize their activities, focus on the most promising opportunities, and engage with customers more effectively. References = SAP Sales Cloud | Sales Automation and Customer Experience Software, Introducing SAP Sales Cloud Version 2 - openSAP Microlearning