SAP C_C4H47I_34 - SAP Certified Application Associate - SAP Sales Cloud Version 2

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

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)

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 system uses the access sequence as a search strategy to find valid condition records during pricing. The access sequence defines the order and criteria of the condition tables that the system accesses to look for condition records. The access sequence is assigned to a condition type, which represents a pricing element such as a price, a discount, or a surcharge. The condition technique is the infrastructure that helps to define and determine the condition records, which are the master data for pricing. The pricing procedure defines the calculation sequence and the subtotals for the net value in a business document. References = Condition Technique and Pricing, Condition Technique, Setting up Pricing

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

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

 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

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”.

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