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SAP Certified - Solution Architect - SAP Customer Experience Sample Questions:

1. What is used in SAP Service Cloud to capture and organize the services of a company in a hierarchical structure?

A) Categories
B) Folders
C) Types
D) Catalogs

2. How can Service Agents take action to improve the reaction times of a case in SAP Service Cloud?
Note: There are 2 correct answers to this question.

A) They can change the service level determination rules.
B) They can assign a different team to the case.
C) They can modify the Resolution Due On field.
D) They can escalate the case.

3. What can be maintained and customized for a Lead in SAP Sales Cloud?

A) Qualification and Temperature
B) Status and Origin
C) Status and Qualification
D) Temperature and Origin

4. Which of the following is a feature offered by the SAP Integration Solution Advisory Methodology?

A) Providing a guided workflow to integrate SAP cloud solutions to on premise systems
B) Developing ad hoc solution integration patterns
C) Providing a technology-agnostic framework to define and execute an enterprise integration strategy
D) Limiting integration use cases and technologies to the defined standards

5. Which routing rules for tickets or cases are offered by SAP Service Cloud?
Note: There are 2 correct answers to this question.

A) To an employee
B) To a team
C) To an outbound channel
D) To a queue

Solutions: