C_C4H47I_34 Sample Questions Answers

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.

 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)

The Guided Selling Worklist is a feature that helps you manage your opportunities in a more efficient and effective way. It allows you to view and update your opportunities in different views, filter them by various criteria, and access relevant information and actions for each opportunity. The key features of the Guided Selling Worklist are:

• Overview: This is the default view that shows you a summary of your opportunities, such as the number, value, status, and stage of each opportunity. You can also see the key metrics, such as the win rate, conversion rate, and average deal size, for your opportunities. You can use this view to get a quick overview of your pipeline and performance1.
• Kanban view: This is a view that shows you your opportunities in a board-like layout, where each column represents a stage of the sales cycle. You can drag and drop your opportunities from one column to another to update their stage. You can also see the value and count of the opportunities in each column, and the progress bar that indicates the completion percentage of each stage. You can use this view to visualize your sales process and track the progress of your opportunities1.
• Advanced filter: This is a feature that allows you to filter your opportunities by various attributes, such as account, product, territory, owner, priority, etc. You can also create custom filters and save them for future use. You can use this feature to narrow down your opportunities and focus on the ones that matter most1.
• Timeline: This is a view that shows you the history of your interactions with your opportunities, such as calls, emails, meetings, tasks, etc. You can also add new activities and notes to your opportunities from this view. You can use this view to review your past actions and plan your next steps2. This is not a key feature of the Guided Selling Worklist, but a separate feature that you can access from the Opportunity Overview page2.
• KPI cards: These are cards that show you the key performance indicators for your opportunities, such as the expected revenue, weighted revenue, probability, etc. You can also see the trend and forecast of these indicators over time. You can use these cards to monitor and evaluate your opportunities2. These are not a key feature of the Guided Selling Worklist, but a separate feature that you can access from the Opportunity Overview page2.

References = 1: How to use Guided Selling - SAP Sales Cloud, section “Guided Selling Worklist”2: Using Guided Selling to Work with Opportunities, section “Opportunity Overview”.

The Allowlist and Blocklist are used to control which accounts, contacts, or leads can be related to each other in the Relationship Management feature. You can define rules to specify which objects are allowed or blocked from being related. The settings that should be considered are:

• Once an entry is made on the block list, the allow list is void. This means that if you add an object to the block list, it will not be allowed to be related to any other object, regardless of the allow list. For example, if you block a competitor account, you cannot relate it to any of your customers or prospects, even if they are on the allow list.
• Once an entry is made on the allow list, the block list is void. This means that if you add an object to the allow list, it will be allowed to be related to any other object, regardless ofthe block list. For example, if you allow a partner account, you can relate it to any of your customers or prospects, even if they are on the block list.

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

• Solution Guide for SAP Service Cloud Version 2, pages 48-49
• SAP Service Cloud Version 2 - openSAP Microlearning, video “Configuring Relationship Management”

 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

The Guided Selling Score is a feature of SAP Sales Cloud Version 2 that helps sales representatives to prioritize and manage their opportunities. The score is calculated based on various factors, such as sales phase, opportunity score, lead score, and probability. Administrators can configure which of these factors are displayed in the Guided Selling Score by using the fine-tuning activity Configure Score Type for Opportunities. In this activity, administrators can select one of the following options for the score type:

• Sales Phase: The score is based on the sales phase of the opportunity. The higher the sales phase, the higher the score. For example, an opportunity in the Decision phase has a higher score than an opportunity in the Discovery phase.
• Opportunity Score: The score is based on the opportunity score of the opportunity. The opportunity score is a custom score that can be defined by administrators using the fine-tuning activity Configure Opportunity Scoring. The opportunity score can be calculated based on various attributes, such as products, contacts, activities, notes, and so on.The higher the opportunity score, the higher the score.
• Lead Score: The score is based on the lead score of the opportunity. The lead score is a score that is assigned to the account or contact associated with the opportunity. The lead score can be defined by administrators using the fine-tuning activity Configure Lead Scoring. The lead score can be calculated based on various attributes, such as industry, revenue, number of employees, and so on.The higher the lead score, the higher the score.
• Probability: The score is based on the probability of the opportunity. The probability is a percentage that indicates the likelihood of winning the opportunity. The probability can be manually entered by sales representatives or automatically calculated by the system based on the sales phase.The higher the probability, the higher the score.

By default, the score type is set to Sales Phase. However, administrators can change it to any of the other options, or select a combination of two options. For example, administrators can choose to display both the Sales Phase and the Opportunity Score in the Guided Selling Score. In this case, the score is calculated as the average of the two scores. For example, if an opportunity has a sales phase score of 80 and an opportunity score of 60, the Guided Selling Score is 70.

References = Scope and Configure Guided Selling, How to use Guided Selling - SAP Sales Cloud

 Inactive users are users who have not logged in to the system for a long time or have never logged in. They pose a security risk as they may have outdated or unauthorized access to the system. To prevent security risks while monitoring inactive users in SAP Sales Cloud Version 2, you can use the following methods:

• By using the auto sign out, users are automatically logged off after a specified period of inactivity. This prevents unauthorized access to the system by someone who may use the user’s device or session. You can configure the auto sign out time in the Security Policy settings.
• By scheduling the dedicated auto sign out background job, you can automatically deactivate the user accounts that have not logged in for a certain number of days. This reduces the number of inactive users in the system and frees up the licenses for other users. You can schedule the auto sign out background job in the Administrator work center. References = Security Guide for SAP Sales Cloud Version 2, page 15-16. User Management in SAP Sales Cloud Version 2, 1:40-2:00. Inactive User Accounts – Risks and Best Practices.

As a Sales Manager, when you create multiple Playbooks for Opportunities based on existing Account IDs and Expected Revenue, you would find the Playbooks applied for the newly created Opportunity in the Overview section. The opportunities in this Playbook are assigned based on the expected revenue being greater than 100.000 USD. As a result, any newly created Opportunity associated with an expected revenue greater than 100.000 USD will automatically receive suggestions from the Playbook

SAP Sales Cloud Version 2 is a cloud native sales solution that offers several advantages over the previous version, such as:

• Monthly releases that will help fill gaps faster: SAP Sales Cloud Version 2 follows a monthly release cycle that allows for faster delivery of new features, enhancements, and bug fixes. This helps customers to keep up with the changing market demands and customer expectations1.
• Fresh new User Experience with dynamic layouts and faster screen loading: SAP Sales Cloud Version 2 provides a more intuitive and responsive user interface that adapts to different devices and screen sizes. The user interface also leverages the latest web technologies to improve the performance and loading time of the screens2.
• Modern platform that delivers higher speeds, higher availability, and higher agility: SAP Sales Cloud Version 2 is built on a modern cloud platform that leverages microservices, containers, and Kubernetes to provide higher scalability, reliability, and flexibility. The platform also enables faster innovation and integration with other SAP and non-SAP solutions3. References = Introducing SAP Sales Cloud Version 2, What’s New in SAP Sales Cloud Version 2, Solution Guide for SAP Sales Cloud Version 2, SAP Sales Cloud Version 2 - openSAP Microlearning

An access sequence is a search strategy that determines how the system finds valid condition records for a condition type. A condition type is a pricing element that defines the characteristics of a price, discount, surcharge, or tax. A condition type can be assigned to one or more access sequences, but an access sequence can only be assigned to one condition type. Therefore, option B is the correct answer. References = Setting up Pricing, SAP Sales Cloud Version 2 Features

 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”

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

• 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

 A Playbook is a set of best practices that guide sales representatives through the sales process. A Playbook consists of Actions and Activities that are triggered by certain conditions, such as sales phase, lead source, or product category. Actions are tasks that sales representatives must perform, such as updating a field, sending an email, or creating a quote. Activities are events that sales representatives can schedule, such as calls, meetings, or demos.

To require the sales representatives to update the Revenue End Date when Opportunities are in the “Close” sales phase, the best approach is to configure a Playbook with a mandatory Action to update the field. This way, the sales representatives will see a notification on the Opportunity header that reminds them to complete the Action before they can change the sales phase. The Action will also appear in the Playbook pane, where the sales representatives can mark it as done after updating the field.

References = Playbooks, Configuring Playbooks, Viewing and Completing Playbook Actions and Activities

The Digital Selling Workspace is a new capability in SAP Sales Cloud Version 2 that provides a unified view of all the to-do items for a sales representative. It allows the sales representative to easily access and manage their Tasks, Leads, Opportunities and Call Lists from one place. It also provides insights and recommendations based on artificial intelligence and machine learning to help the sales representative prioritize and execute their activities effectively. The Digital Selling Workspace is designed to improve the productivity and efficiency of the sales representative and help them close deals faster. References = SAP Sales Cloud Version 2 - Deep Dive Part 2, Solution Guide for SAP Sales Cloud Version 2 (Section: Digital Selling Workspace)

According to the SAP Cloud for Customer Extension Guide1, mashups are used to integrate data from SAP’s cloud solution with data provided by an online Web service or application. Users can access the content provided by these Web services and applications, and use it in their daily work. Mashups can include Web searches, company or industry business information, or online map searches. There are different types of mashups, such as URL mashups, HTML mashups, and data mashups. However, not all mashups are supported on the mobile application. According to the SAP Cloud for Customer Transition Guide2, data mashups in SAP Cloud for Customer are not supported in both SAP Service Cloud V2 and SAP Sales Cloud V2. It is recommended to use side-by-side extensibility to create richer applications that can work together. HTML Code Mashup is available in SAP Cloud for Customer, but in SAP Service Cloud V2 and SAP Sales Cloud V2, it is recommended to use SAP Build Apps to create mashups and to optimize the implementation. In Version 2, only HTML mashup of type URL, which is rendered in iframe is supported. Therefore, the mashup settings that can be toggled on by the end user in order to use them on their mobile device are the ones that use HTML mashup of type URL. Based on the preconfigured mashups provided in SAP Cloud for Customer1, the ones that use HTML mashup of type URL are Activity mashup and Quote mashup. These mashups allow the user to view and edit activities and quotes from external applications within the SAP cloud solution. Guided Selling mashup and Lead mashup are not supported on the mobile application, as they use data mashups and HTML code mashups respectively. References = 1 Mashups | SAP Help Portal 2 Mashups | SAP Help Portal

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

The Business Configuration is the tool that allows you to adapt the SAP Sales Cloud Version 2 solution to your business needs. It consists of two main working areas: Scoping and Fine Tuning. Scoping is where you activate and deactivate features, and Fine Tuning is where you control how the activated features behave in detail. The Business Configuration is accessed from the Administration Console, which is the central entry point for alladministrative tasks in SAP Sales Cloud Version 2. References = SAP Sales Cloud Version 2 | SAP Help Portal, Set Up Guide for SAP Sales Cloud Version 2 - SAP Online Help, Understanding the Business Configuration Concept - SAP Learning

To create a new Business User, you need to have an existing Employee and a unique Email ID for the Business User. The Employee is the person who will use the system and the Email ID is the login credential for the Business User. The Organizational Structure and the security policy are not required for creating a new Business User, but they can be assigned later to define the roles and authorizations of the Business User. References = Version 2 Onboarding Guide for SAP Service Cloud, page 9-10. User Management in SAP Service Cloud Version 2, 0:40-1:20.

• 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

 A security policy is a set of rules and guidelines that define the security requirements for your organization. It specifies the password policy, the session timeout, the login attempts, the IP address restrictions, and the two-factor authentication settings for your end users. By configuring these settings, you can increase the level of login protection for end user passwords and prevent unauthorized access to your SAP Service Cloud Version 2 solution. References = Security Guide for SAP Service Cloud Version 2, Setting Up Employees for Service