CX Certification Exam
Which of the following is a step in the field services 1. The service team determines if service is needed
process? Select 2: 4. The service tech records the time spent on the service call
1. The service team determines if service is needed
2. The Service call is assigned to the service agent
3. The service tech assigns the work ticket to the service
agent
4. The service tech records the time spent on the service
call
5. The service agent creates the invoice as advised by the
service tech
What is the last step the service agent performs when 2. Release for scheduling
assigning a work ticket to a service tech? -Having created the ticket, the service agent first checks the "required work" toggle
then assigns the service tech, and finally releases the ticket for scheduling
1. Activate the ticket
2. Release for scheduling
3. Check consistency
4. Set status to Open
5. Check Requires work
Which of the following tasks is generally performed by the 1. Log time after a service call
service tech? -In completing a service call the service tech chekcs the work ticket details,
performs the work, then logs the time, so the customer can be invoiced or the time
1. Log time after a service call charged against a warranty or maintenance plan
2. Assign the ticket to the customer
3. Request a start date for the service call
4. Assign a priority to the work ticket
5. Invoice their time
Time recording needs to be configured in SAP service 3. For invoicing the customer
cloud for techs to then be able to record their time. Why
does this configuration involve the creation of a service
product in the service cloud product catalog?
1. To activate time recording
2. To give technicians access
3. For invoicing the customer
4. For manager approval
5. For auto approval
Which feature makes sure tickets are assigned to the right 2. Work Distribution rules
team based on your business requirements? -Work distribution rules allow you to assign tickets based on the customer, category,
or any other criteria
1. Service level agreements
2. Work distribution rules
3. Maintenance Plans
4. Contract rules
5. Ticket management rules
In which type of object would you configure the initial 3. Service Level
response and completion time for a ticket based on an -The details of a service level agreement, or SLA, are maintained in the service
agreement between the provider & customer? level object
1. Work distribution rule
2. Service category
3. Service Level
4. Maintenance Plan
5. Account Type
What is the primary reason why SAP C4C would be a 3. Sales & Service
perfect fit for an example business case company like -SAP C4C is a solution for a company's sales & service business process needs
Aspen Bikes?
1. A growing global market
2. High quality manufacturing
3. Sales & service
4. Fast growing
5. Legacy systems
Stuvia 2026-2027
, CX Certification Exam
Which of the following ways can a customer interact with a 1. Email
service agent using SAP Service cloud? (2) 2. Chat
-other ways can be phone, IoT, web self service portal and social media
1. Email
2. Chat
3. SAP FSM integration
4. Work Requests
Which statement about the SAP Service Cloud Customer 5. fourth step is respond
Service Process is correct? -5 step process: Incoming comms trigger, processing, resolve issue, respond, close
1. the process has 6 steps
2. service agent triggered
3. repair agent triggered
4. last step is resolve issue
5. fourth step is respond
Which statement about the FSM process is correct? 5. Work can be at a depot
-Step 1: Identify (maintenance type is determined)
1. time is logged in logistics -Step 2: Prepare
2. maintenance type is determined in prepare -Step 3: Logistics (service visit scheduled)
3. service visits are scheduled in wrap-up -Step 4: Work is performed (on-site or at depot)
4. needs are identified in step 2 -Step 5: Wrap-Up (Time is logged)
5. work can be at a depot
Which of the following can be done via quick view? 1. Make a record a favorite
3. Flag a record
1. Make a record a favorite
2. Delete a record
3. Flag a record
4. Create a record
Which of these statements about Personalization is 2. Can be used to hide fields
correct? -Anyone can use personalization at any time with the changes affecting only that
user and no other user
-Using personalization you can hide fields
1. Available upon request -You can modify widgets including adding or removing them from view, but you
2. Can be used to hide fields cannot create them unless you are an admin
3. Affects all users on the same team
4. Can be used to create widgets
5. Is done at SAP Service Cloud set-up
What is David, a service agent, expected to do first to 4. Check his queue
determine the priority of his tasks at any given time? -While all of these options are legitimate depending, his first action is always to
keep an eye on his queue where he can see all his tickets each with an assigned
1. View the team queue priority
2. Consult with his supervisor =He can change a ticket's priority at any time, including any escalated to him
3. Check the unassigned tickets
4. Check his queue
A service agent's day consists of any tasks that contribute 1. Check the team queue for new tickets
to a first-class service experience for their customers. 3. Create new tickets
Given this, which of these is a valid task for a service -The service agent should keep a check on the team queue and create new tickets
agent? (2 answers) as required
-They do not create new territories
1. Check the team queue for new tickets -While they should schedule service calls for techs and escalate tickets, they are
2. Create a new territory neither a tech nor an expert
3. Create new tickets
4. Perform Service calls
5. Provide expert advice on specific products
Which of the following statements about adaptation is 2. Enable by selecting it in company settings
false? -You must first enable adaptation mode before you can use it and it is enabled from
the settings option on the user menu
1. Changes made impact all users -Having enabled the adaptation mode, you then use it from the start adaptation
2. Enable by selecting it in company settings option on the User menu
3. Is accessed from the User Menu
4. Can add a new field to a work center
Stuvia 2026-2027
, CX Certification Exam
What are the three types of mashup? 1. URL;HTML; and data
1. URL;HTML; and data
2. URL; embedded; and data
3. HTML; embedded; and data
4. URL; HTML; and embedded
5. Web Service; display; tweet
Which configuration task would be completed in Fine 4. Define a range of numbers
Tuning?
1. Activate maintenance plans
2. Add a country
3. Integrate with external systems
4. Define a range of numbers
5. Configure warranties
What is the work distribution process? 5. Configurable work distribution rules for ticket routing
-The work distribution process is work distribution based on configurable rules
1. Involves automatically taking inbound phone calls deciding how to automatically route tickets based on information on the ticket, such
2. Call routing to evenly distribute the workload as the customer name, geographic region, SLA, status, or any relevant info
3. The provision of a range of communication channels for
customers
4. Call distribution by custoemrs' SLAs
5. Configurable work distribution rules for ticket routing
6. Combined SLAs and communication methods
In what application does the service agent see the cotact 2. Live Activity Center
information for incoming calls? -Once the CTI client is set up, phone calls come in via the LAC.
-This application is an interface that allows you to easily view the contact
1. Service agent desktop information for incoming phone calls, as long as the incoming phone number
2. Live Activity Center matches one of your contacts
3. Call Center
4. Live Chat
5. Broadcast message
Which of the following is true regarding using a KB with 2. SAP Service Cloud allows integration with third party KBs
SAP Service Cloud? (Choose 2) 4. Service Agents can share KB base articles with contacts
1. SAP Service Cloud Includes a KB
2. SAP Service Cloud allows integration with third party
KBs
3. Contacts can create their own KB articles
4. Service Agents can share KB base articles with contacts
5. The SAP Service Cloud KB Is called solution finder
On which menu will you find the option to Escalate a 3. Actions
Service Ticket?
1. View
2. Service
3. Actions
4. Activities
5. Work Center
Which report could you use for the KPI indicator of ticket 1. Incident history
resolution time? -This report shows you resolution times over varying chronological periods
1. Incident history
2. Dashboard
3. KPI History
4. Tickets by Status
5. Ticket Backlog
What SAP Application can you use as a local adapter for 4. CTI CLient Adapter
telephony integration?
1. CLick to Call
2. Live Activity Center
3. Data Mash
4. CTI CLient Adapter
5. Sinch Contact Center
Stuvia 2026-2027
Which of the following is a step in the field services 1. The service team determines if service is needed
process? Select 2: 4. The service tech records the time spent on the service call
1. The service team determines if service is needed
2. The Service call is assigned to the service agent
3. The service tech assigns the work ticket to the service
agent
4. The service tech records the time spent on the service
call
5. The service agent creates the invoice as advised by the
service tech
What is the last step the service agent performs when 2. Release for scheduling
assigning a work ticket to a service tech? -Having created the ticket, the service agent first checks the "required work" toggle
then assigns the service tech, and finally releases the ticket for scheduling
1. Activate the ticket
2. Release for scheduling
3. Check consistency
4. Set status to Open
5. Check Requires work
Which of the following tasks is generally performed by the 1. Log time after a service call
service tech? -In completing a service call the service tech chekcs the work ticket details,
performs the work, then logs the time, so the customer can be invoiced or the time
1. Log time after a service call charged against a warranty or maintenance plan
2. Assign the ticket to the customer
3. Request a start date for the service call
4. Assign a priority to the work ticket
5. Invoice their time
Time recording needs to be configured in SAP service 3. For invoicing the customer
cloud for techs to then be able to record their time. Why
does this configuration involve the creation of a service
product in the service cloud product catalog?
1. To activate time recording
2. To give technicians access
3. For invoicing the customer
4. For manager approval
5. For auto approval
Which feature makes sure tickets are assigned to the right 2. Work Distribution rules
team based on your business requirements? -Work distribution rules allow you to assign tickets based on the customer, category,
or any other criteria
1. Service level agreements
2. Work distribution rules
3. Maintenance Plans
4. Contract rules
5. Ticket management rules
In which type of object would you configure the initial 3. Service Level
response and completion time for a ticket based on an -The details of a service level agreement, or SLA, are maintained in the service
agreement between the provider & customer? level object
1. Work distribution rule
2. Service category
3. Service Level
4. Maintenance Plan
5. Account Type
What is the primary reason why SAP C4C would be a 3. Sales & Service
perfect fit for an example business case company like -SAP C4C is a solution for a company's sales & service business process needs
Aspen Bikes?
1. A growing global market
2. High quality manufacturing
3. Sales & service
4. Fast growing
5. Legacy systems
Stuvia 2026-2027
, CX Certification Exam
Which of the following ways can a customer interact with a 1. Email
service agent using SAP Service cloud? (2) 2. Chat
-other ways can be phone, IoT, web self service portal and social media
1. Email
2. Chat
3. SAP FSM integration
4. Work Requests
Which statement about the SAP Service Cloud Customer 5. fourth step is respond
Service Process is correct? -5 step process: Incoming comms trigger, processing, resolve issue, respond, close
1. the process has 6 steps
2. service agent triggered
3. repair agent triggered
4. last step is resolve issue
5. fourth step is respond
Which statement about the FSM process is correct? 5. Work can be at a depot
-Step 1: Identify (maintenance type is determined)
1. time is logged in logistics -Step 2: Prepare
2. maintenance type is determined in prepare -Step 3: Logistics (service visit scheduled)
3. service visits are scheduled in wrap-up -Step 4: Work is performed (on-site or at depot)
4. needs are identified in step 2 -Step 5: Wrap-Up (Time is logged)
5. work can be at a depot
Which of the following can be done via quick view? 1. Make a record a favorite
3. Flag a record
1. Make a record a favorite
2. Delete a record
3. Flag a record
4. Create a record
Which of these statements about Personalization is 2. Can be used to hide fields
correct? -Anyone can use personalization at any time with the changes affecting only that
user and no other user
-Using personalization you can hide fields
1. Available upon request -You can modify widgets including adding or removing them from view, but you
2. Can be used to hide fields cannot create them unless you are an admin
3. Affects all users on the same team
4. Can be used to create widgets
5. Is done at SAP Service Cloud set-up
What is David, a service agent, expected to do first to 4. Check his queue
determine the priority of his tasks at any given time? -While all of these options are legitimate depending, his first action is always to
keep an eye on his queue where he can see all his tickets each with an assigned
1. View the team queue priority
2. Consult with his supervisor =He can change a ticket's priority at any time, including any escalated to him
3. Check the unassigned tickets
4. Check his queue
A service agent's day consists of any tasks that contribute 1. Check the team queue for new tickets
to a first-class service experience for their customers. 3. Create new tickets
Given this, which of these is a valid task for a service -The service agent should keep a check on the team queue and create new tickets
agent? (2 answers) as required
-They do not create new territories
1. Check the team queue for new tickets -While they should schedule service calls for techs and escalate tickets, they are
2. Create a new territory neither a tech nor an expert
3. Create new tickets
4. Perform Service calls
5. Provide expert advice on specific products
Which of the following statements about adaptation is 2. Enable by selecting it in company settings
false? -You must first enable adaptation mode before you can use it and it is enabled from
the settings option on the user menu
1. Changes made impact all users -Having enabled the adaptation mode, you then use it from the start adaptation
2. Enable by selecting it in company settings option on the User menu
3. Is accessed from the User Menu
4. Can add a new field to a work center
Stuvia 2026-2027
, CX Certification Exam
What are the three types of mashup? 1. URL;HTML; and data
1. URL;HTML; and data
2. URL; embedded; and data
3. HTML; embedded; and data
4. URL; HTML; and embedded
5. Web Service; display; tweet
Which configuration task would be completed in Fine 4. Define a range of numbers
Tuning?
1. Activate maintenance plans
2. Add a country
3. Integrate with external systems
4. Define a range of numbers
5. Configure warranties
What is the work distribution process? 5. Configurable work distribution rules for ticket routing
-The work distribution process is work distribution based on configurable rules
1. Involves automatically taking inbound phone calls deciding how to automatically route tickets based on information on the ticket, such
2. Call routing to evenly distribute the workload as the customer name, geographic region, SLA, status, or any relevant info
3. The provision of a range of communication channels for
customers
4. Call distribution by custoemrs' SLAs
5. Configurable work distribution rules for ticket routing
6. Combined SLAs and communication methods
In what application does the service agent see the cotact 2. Live Activity Center
information for incoming calls? -Once the CTI client is set up, phone calls come in via the LAC.
-This application is an interface that allows you to easily view the contact
1. Service agent desktop information for incoming phone calls, as long as the incoming phone number
2. Live Activity Center matches one of your contacts
3. Call Center
4. Live Chat
5. Broadcast message
Which of the following is true regarding using a KB with 2. SAP Service Cloud allows integration with third party KBs
SAP Service Cloud? (Choose 2) 4. Service Agents can share KB base articles with contacts
1. SAP Service Cloud Includes a KB
2. SAP Service Cloud allows integration with third party
KBs
3. Contacts can create their own KB articles
4. Service Agents can share KB base articles with contacts
5. The SAP Service Cloud KB Is called solution finder
On which menu will you find the option to Escalate a 3. Actions
Service Ticket?
1. View
2. Service
3. Actions
4. Activities
5. Work Center
Which report could you use for the KPI indicator of ticket 1. Incident history
resolution time? -This report shows you resolution times over varying chronological periods
1. Incident history
2. Dashboard
3. KPI History
4. Tickets by Status
5. Ticket Backlog
What SAP Application can you use as a local adapter for 4. CTI CLient Adapter
telephony integration?
1. CLick to Call
2. Live Activity Center
3. Data Mash
4. CTI CLient Adapter
5. Sinch Contact Center
Stuvia 2026-2027
