C_C4H47I_34 Sample Questions Answers

 A mashup is a web page that integrates data from the SAP Sales and Service Cloud solution with data provided by an online web service or application. To configure a new mashup, you need to specify the following parameters:

• URL: The web address of the online web service or application that provides the data to be integrated. You can also use placeholders to dynamically pass values from the SAP Sales and Service Cloud solution to the URL.
• Name: A unique and descriptive name for the mashup. This name is used to identify the mashup in the system and to assign it to a business object or a work center view.
• Description: A brief explanation of the purpose and functionality of the mashup. This description is displayed in the mashup list and helps users to understand what the mashup does. References = Mashups | SAP Help Portal, Discovering mashups - SAP Learning

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”

• 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

 To assign a Playbook to Leads based on a specific attribute, such as Lead Source, you need to create a rule for that attribute in the Playbook configuration. In this case, you want to assign the Playbook with Lead Qualification Survey to all the Leads that have Cyclo Clothing as their Lead Source, which indicates that they are potential customers of the newly acquired company. Therefore, you need to create a rule for Lead Source as Cyclo Clothing in the Playbook settings. References = Using Guided Selling to Work with Opportunities, section “Rules for Playbook Assignment”.

As an Administrator, you can configure the card colors in the calendar for Appointments based on the Priority and Category parameters. The Priority parameter indicates the level of urgency or importance of the Appointment, such as low, medium, or high. The Category parameter indicates the type or purpose of the Appointment, such as meeting, call, or demo. You can assign different colors to different values of these parameters, so that the Appointment cards in the calendar have a visual distinction. For example, you can assign red to high priority Appointments, and blue to meeting category Appointments.

References = Calendar Card Colors Based on Appointment Priority, SAP Sales Cloud: Calendar View in Visit Planner

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”.

 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”

 Digital Sales Engagement for Business Users is a capability that combines several new features that can provide great benefits to Sales Representatives, Distributor Sales Representatives and Sales Managers. These features include:

• Pipeline Manager: This feature allows you to check the overall health of your pipeline, and uncover opportunities in need of immediate attention1.
• Digital Selling Workspace: This feature allows you to set up an optimal user-centric workspace to access to all your tasks and sales tools2.

The other options are not part of this capability. Leads nurturing, Sales Activities and Email Templates are features of Digital Sales Engagement for Marketing Users3. Forecast Tracker is a feature of Pipeline Management and Forecasting4. References = 1: SAP Sales Cloud Version 2 Features | SAP Help Portal 2: Engage Your Prospects and Improve Lead Conversion with Digital Sales Engagement in SAP Sales Cloud Version 2 - Webcast 3: SAP Sales Cloud Version 2 - Deep Dive Part 2 - SAP Learning 4: SAP Sales Cloud Version 2 | SAP Help Portal

Lead Routing to Employee is the setting that allows you to assign Leads to a specific sales employee based on certain attributes, such as the source of the Lead. This feature is part of the Digital Sales Engagement for Business Users capability in SAP Service Cloud Version 21. You can configure Lead Routing to Employee rules in the following path: Settings → Leads → Lead Routing to Employee2. The other options are not related to this setting. Qualifications are the criteria that determine the quality of a Lead3. Status is the current stage of a Lead in the sales process. Party Schema is the structure that defines theparties involved in a Lead, such as the account, contact, or partner. References = 1: SAP Service Cloud Version 2 Features | SAP Help Portal 2: Configuring Lead Routing Rules - SAP Learning 3: Solution Guide for SAP Service Cloud - SAP Online Help : [Lead Status - SAP Online Help] : [Party Schema - SAP Online Help]

• Embedded Machine Learning Insights are a brand new capability in SAP Sales Cloud Version 2 that provide AI-based pattern and trend analysis to make recommendations and sales predictions such as predictive scores for leads and opportunities and sentiment analysis for business texts1.
• Digital Selling Workspace is a brand new capability in SAP Sales Cloud Version 2 that allows users to set up an optimal user-centric workspace to access to all their tasks and sales tools2.
• Playbooks are a brand new capability in SAP Sales Cloud Version 2 that guide sales reps to closed deals by providing them with best practices, tips, and resources for each stage of the sales cycle2.
• Pricing and Revenue Splitting are not brand new capabilities in SAP Sales Cloud Version 2, but rather existing features that have been enhanced or improved in the new version34.

References = 1: SAP Sales Cloud Version 2 Features | SAP Help Portal 2: Introducing SAP Sales Cloud Version 2 - openSAP Microlearning 3: SAP Sales Cloud Version 2 Feature Scope Description 4: What’s New in SAP Sales Cloud Version 2

The Lead Scoring Readiness Check is a tool that helps you assess whether you have enough data and configuration to use the Lead Scoring feature. Lead Scoring is a machine learning-based functionality that assigns a score to each lead based on its likelihood of conversion. To run the Lead Scoring Readiness Check, you need to have the following prerequisites:

• A Conversion Target, which is a field that indicates the desired outcome of a lead, such as a sales order or an opportunity. You can select the Conversion Target in the Lead Scoring Model Settings.
• A minimum of 1000 leads in converted status and a minimum of 1000 leads in declined status, based on the Conversion Target field. This is to ensure that there is enough data for the machine learning algorithm to learn from and generate a reliable model.
• A Lead Scoring Model, which is a container that holds the configuration and training data for the Lead Scoring feature. You can create a Lead Scoring Model in the Leads Intelligence work center view.
• A valid SAP Cloud Platform account with the required services enabled, such as SAP Cloud Platform Machine Learning Foundation and SAP Cloud Platform Integration. This is to enable the communication and integration between SAP Service Cloud Version 2 and the machine learning services.

If you meet these prerequisites, you can run the Lead Scoring Readiness Check by selecting the Lead Scoring Model and clicking on the Check Readiness button. The tool will analyze your data and configuration and provide you with a readiness score and a feedback report. The readiness score indicates how ready you are to use the Lead Scoring feature, and the feedback report provides you with suggestions and recommendations to improve your readiness. References = SAP Service Cloud Version 2 | SAP Help Portal, Train Lead Scoring Model

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

 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”.

The contact header is the setting that determines the fields that are displayed in every contact card on the Contacts page of the SAP Sales Cloud Mobile App. The contact header can be configured by the administrator in the Business Configuration work center, under the Fine-Tune activity Mobile Administration. The administrator can select the fields that should be shown in the contact header from a predefined list of fields, and also define the order of the fields. The contact header configuration applies to all users of the mobileapp. References = SAP Sales Cloud Mobile App | SAP Help Portal, Mobile Administration - SAP Learning

Administrators can define default attributes for appointments in SAP Sales Cloud Version 2 by using the Appointment Settings app. This app allows administrators to specify the default values for the following attributes when end users create appointments:

• Duration: The default duration of the appointment in minutes.
• Priority: The default priority of the appointment, such as low, medium, or high.
• Category: The default category of the appointment, such as meeting, phone call, or visit. These default attributes can be overridden by the end users when they create or edit appointments, but they help to standardize and streamline the appointment creation process. References = Appointment Settings, page 17; SAP Service Cloud Version 2 Feature Scope, page 25.

The Insight section of Lead Overview provides you with valuable information about the Lead, such as:

• Calculated Key Factors: These are the factors that influence the Lead score, such as Lead Source, Industry, Revenue, etc. You can configure these factors in the Customer Insights settings1.
• Lead Conversion Trend: This shows you the historical trend of the Lead conversion rate, based on the number of Leads that were converted to Opportunities over time. You can use this to compare the performance of different Leads and identify the best practices for conversion2.
• Score Trend: This shows you the historical trend of the Lead score, based on the calculated key factors and the dynamic key factors. You can use this to monitor the progress and potential of the Lead over time2.
• Dynamic Key Factors: These are the factors that are updated automatically based on the interactions with the Lead, such as Email Opens, Clicks, Website Visits, etc. You can view these factors in the Engagement section of Lead Overview, not in the Insight section2.
• Static Key Factors: These are the factors that are fixed and do not change over time, such as Lead ID, Name, Status, etc. You can view these factors in the Details section of Lead Overview, not in the Insight section2. References = 1: In Version 2, Configure Customer Insights by defining personalized Key Metrics, section “Create a New Key Metric”2: Introducing SAP Sales Cloud Version 2, section “Lead engagement and insights”.

 Workspaces are collaborative spaces where you can share and discuss objects from SAP Service Cloud Version 2 with your team members using Microsoft Teams. You can share the following objects with Workspaces: Sales Quotes, Leads, Opportunities, Accounts, Contacts, Activities, and Tickets. Appointments and Tasks are not shareable objects with Workspaces. References = Workspaces, Collaborate with Microsoft Teams

 Payment Terms are part of the Account Sales Data, which can be maintained in the Sales Data tab of the Account master data. Payment Terms specify the conditions under which a vendor completes a sale. They determine when the customer must pay their invoice and the discount they receive for paying early. Payment Terms are assigned to an Account based on the Sales Organization, Distribution Channel, and Division. References = SAP Service Cloud Version 2 for Utilities Integration with SAP S/4HANA, page 9; SAP Service Cloud Version 2, Add-On for Utilities - SAP Online Help, page 13.

Functions are attributes that describe the role of an organizational unit in the organizational structure. They can be used to determine the responsible organizational unit for a business transaction or activity. Functions can also be used to filter and group organizational units in reports and queries. Some of the predefined functions in SAP Service Cloud Version 2 are:

• Distribution Channel: This function represents the path through which goods and services reach the customer. It can be structured regionally or according to products. A distribution channel can be assigned to one or more sales organizations.
• Sales Office: This function represents a local sales unit within a sales organization. It can be used to differentiate between different sales regions or areas. A sales office can be assigned to one or more sales groups.
• Division: This function represents a grouping of the products or services to be sold. It can be used to segment the market according to product lines or customer groups. A division can be assigned to one or more sales organizations.

These functions can be assigned to organizational units in SAP Service Cloud Version 2 by using the Organizational Management work center. There, you can create or edit an organizational unit and select the functions from the drop-down list in the General tab. You can also assign more than one function to an organizational unit, for example, a sales office and a sales group.

References = Organizational Unit, Describing and Displaying the Organizational Structure, Explain the Organizational Structures

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

• 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