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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q66-Q71):

NEW QUESTION # 66
Which element can be used to restrict access to views?

A. Field attributes
B. Determination rules
C. Business roles
D. Code list restrictions

Answer: C

Explanation:
Access to views in SAP Service Cloud V2 is restricted using business roles. Business roles define the permissions and access rights for users, including which views (e.g., case lists, account details) they can access. According to SAP documentation, "Business roles are used to control access to specific views and objects, ensuring users only see relevant data." Determination rules (B) are used for field value calculations, not view access. Code list restrictions (C) limit dropdown values, not views. Field attributes (D) control field properties, not view-level access.
Reference:
SAP Help Portal: Business Role Configuration in SAP Service Cloud V2
SAP Learning: Access Management

NEW QUESTION # 67
Which features can you activate with Microsoft Teams integration?

A. Start a phone call with CTI
B. Users can collaborate in shared workspaces
C. Create and share knowledge articles
D. Send an email and link it to the case

Answer: B

Explanation:
Microsoft Teams integration in SAP Service Cloud V2 enables users to collaborate in shared workspaces, allowing agents to share case details, discuss issues, and coordinate within Teams channels. According to SAP documentation, "Microsoft Teams integration supports collaboration in shared workspaces to enhance team communication." Starting a phone call with CTI (A) is a separate CTI feature, not Teams-specific. Creating and sharing knowledge articles (B) is part of knowledge base functionality, not Teams. Sending an email and linking it to a case (C) is a standard Service Cloud feature, not tied to Teams.
Reference:
SAP Help Portal: Microsoft Teams Integration in SAP Service Cloud V2
SAP Learning: Collaboration with Microsoft Teams

NEW QUESTION # 68
Which attribute can you assign to a warranty?

A. Non-covered categories
B. Duration
C. Dates
D. Registered products

Answer: B

NEW QUESTION # 69
Which screenshots show the correct configuration activities to meet the requirements for incoming service issues? Note: There are 2 correct answers to this question, scroll down to view all possible answer options.

Answer: A,D

NEW QUESTION # 70
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.

A. Responsible employee
B. Contact
C. Team
D. Account hierarchy

Answer: A,C

NEW QUESTION # 71
......

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