C_C4H47I_34 SAP Certified Application Associate - SAP Sales Cloud Version 2 Questions and Answers

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

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

 To configure and use Relationship Intelligence with Office 365 mail server, you need to create a new server connection in the Microsoft Azure Portal. The parameters that must be registered in the Microsoft Azure Portal are:

• Server Tenant ID: This is the unique identifier of your Microsoft 365 tenant. You can find it in the Azure Active Directory admin center under Properties.
• Certificate File: This is the public key certificate that you generate and upload to the Azure Active Directory admin center to authenticate your Dynamics 365 Sales app with Microsoft 365.
• Certificate Key: This is the private key that corresponds to the certificate file. You need to enter it in the Sales Insights settings under Relationship insights > Analytics and Health.

These parameters are required to enable the exchange integration for relationship analytics, which allows Dynamics 365 Sales to collect and analyze email and meeting data from Microsoft 365. References = Configure relationship analytics and health, Overview of Relationship intelligence, Dynamics 365 Sales - Relationship intelligence

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.

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

 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”

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 display a warning message based on a certain condition, you need to create an action and a validation rule in SAP Sales Cloud Version 2. An action is a user-defined function that can be triggered by a button, a workflow, or a script. A validation rule is a custom logic that can check the data entered by the user and display an error or a warning message if the data does not meet the specified criteria. For example, you can create an action called “Check Revenue” that calls a validation rule to check if the expected revenue of an opportunity is greater than 500,000 US dollars. If the condition is true, the validation rule can display a warning message that an approval process must be applied for that opportunity. You can also configure the action to be executed automatically when the opportunity is saved or submitted. References = Create Actions, Create Validation Rules

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

 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.

 Surveys are the feature that can be used to create scripts for Call Lists in SAP Sales Cloud Version 2. Surveys are predefined questions that can be associated with a Call List to capture required data when conversing with participants. Surveys can be created and managed in the Surveys work center, and then added to a Call List by the sales manager. Sales reps can access the surveys in the Live Activity Center during phone calls and submit the results. The results can be viewed in the participant’s timeline view. References = Use Call Scripts in Call Lists - SAP Online Help, Solution Guide for SAP Sales Cloud Version 2 | SAP Help Portal

 Playbooks are a set of tasks and activities that guide sales representatives through the sales process. You can assign Playbooks to Leads based on an existing list of Account IDs, which means that any newly created Lead that belongs to one of those Accounts will automatically inherit the Playbook assigned to that Account. This way, you can ensure that your Leads follow the best practices and receive consistent suggestions from the Playbook. References = Solution Guide for SAP Service Cloud Version 2, page 40-41; SAP Service Cloud Version 2 - openSAP Microlearning, video “Playbooks”.

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.

The SAP Business Accelerator Hub is a web portal that provides access to REST APIs for SAP Sales Cloud and SAP Service Cloud Version 2. These APIs can be used to integrate SAP Sales Cloud Version 2 with other SAP applications, such as SAP S/4HANA, SAP ERP, SAP CRM, and SAP SuccessFactors. The SAP Business Accelerator Hub also offers documentation, tutorials, and testing tools for the APIs. References = SAP Service Cloud Version 2 | SAP Help Portal, Outlining the Integration of Version 2 into SAP Software and Tech, SAP Business Accelerator Hub

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

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”.

 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 Playbook for Opportunities is a set of activities that guide sales representatives to progress their opportunities through the sales cycle. A Playbook can be configured by a Sales Manager using the fine-tuning activity Configure Playbooks for Opportunities. In this activity, a Sales Manager can create different Playbooks for different scenarios, such as industry, product, or revenue. Each Playbook can have one or more activity types, which are the tasks that sales representatives need to complete for each opportunity. The activity types that can be created for a Playbook are:

• Appointment: This activity type allows sales representatives to schedule a meeting with the customer, such as a demo, presentation, or negotiation. The appointment can be created in the calendar of the sales representative and the customer, and can be synced with Microsoft Outlook or Google Calendar.
• Email: This activity type allows sales representatives to send an email to the customer, such as a follow-up, proposal, or quotation. The email can be composed using predefined templates or custom text, and can be tracked for open and click rates.
• Update Field: This activity type allows sales representatives to update a field in the opportunity, such as the sales phase, probability, or expected close date. The update field activity can help sales representatives to keep their opportunities up to date and accurate.
• Survey: This activity type is not available for Playbooks for Opportunities. Surveys are used to collect feedback from customers or prospects, and can be created using the fine-tuning activity Configure Surveys. Surveys can be sent to customers or prospects via email, SMS, or web link, and can be analyzed using the Survey Dashboard app.
• Call List: This activity type is not available for Playbooks for Opportunities. Call Lists are used to manage outbound calls to customers or prospects, and can be created using the fine-tuning activity Configure Call Lists. Call Lists can help sales representatives to prioritize and track their calls, and can be integrated with SAP Contact Center or third-party telephony systems.

References = Using Guided Selling to Work with Opportunities, Enhance Sales Effectiveness with Guided Selling in SAP Sales Cloud Version 2 - Webcast

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

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”.

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