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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q70-Q75):

NEW QUESTION # 70
Service agents working on a specific case type in SAP Service Cloud Version 2 need to access and perform defined actions in an external solution. What steps must an administrator perform to make this possible? Note: There are 3 correct answers to this question.

A. Include a dedicated step pointing to the mashup in one of the phases of the case type.
B. Create a mashup to embed the web page of the external solution.
C. Use the web page URL of the external solution for extracting input parameters in the
D. Develop a custom business object.
E. Define a custom screen for the mashup.

Answer: A,B,C

Explanation:
mashup

NEW QUESTION # 71
Which of the following services can be activated in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Live activity configuration
B. Initial user
C. Templates
D. Agent Desktop

Answer: C,D

Explanation:
Agent Desktop: This is the main user interface for service agents to manage customer interactions, cases, and tasks. It consists of several components, such as the Communication Panel, the Customer Hub, the Case Hub, and the Task Hub12.
Templates: These are predefined sets of data that can be used to create or update objects, such as cases, emails, surveys, and reports. Templates can help to standardize and automate processes, as well as save time and effort34.
The following services cannot be activated in SAP Service Cloud Version 2:
Live activity configuration: This is a feature of SAP Sales Cloud, not SAP Service Cloud. It allows sales representatives to track and record their interactions with customers, such as calls, emails, meetings, and tasks5.
Initial user: This is not a service, but a user account that is created during the tenant activation process.
The initial user has full access to the solution and can perform administrative tasks, such as creating other users, assigning roles, and configuring settings.
References = 1: Agent Desktop - SAP Online Help, 2: SAP Service Cloud Version 2 Feature Scope, 3: Templates - SAP Online Help, 4: SAP Service Cloud Version 2 Feature Scope, 5: Live Activity Configuration - SAP Online Help, : Onboarding Guide for SAP Service Cloud Version 2 - SAP Online Help

NEW QUESTION # 72
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.

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

Answer: C,D

Explanation:
In SAP Service Cloud Version 2, you can use case routing rules to automatically assign cases to a team or a responsible employee based on various attributes of the case, such as subject, priority, channel, or category.
You can also use master data such as account, contact, product, or organization as attributes for case routing rules. However, account hierarchy is not a valid attribute for case routing, as it is not a master data object but a relationship between accounts. Contact is also not a valid attribute for case routing, as it is not directly related to the case but to the account or individual customer. References = Configuring Case Routing Rules, Master Data

NEW QUESTION # 73
Which of the following objects can be displayed in the Entities facet of the Customer Hub screen?
Note: There are 2 correct answers to this question.

A. Registered products
B. Maintenance plan
C. Service orders
D. Cases

Answer: A,D

Explanation:
The Entities facet of the Customer Hub screen can display the following objects: Cases, Registered Products, Installed Bases, and Service Contracts. These objects are related to the customer and can provide useful information for service agents. Cases are requests for support that contain details about the customer issue and the resolution process. Registered Products are items that the customer has purchased or registered with the company. Installed Bases are collections of registered products that are installed at a specific location. Service Contracts are agreements that define the terms and conditions of the service delivery for the customer. References = Creating a Case Type, Explaining the Support for the Customer Service Process

NEW QUESTION # 74
Which of the following actions can a service agent perform in the Customer Hub in Agent Desktop?
Note: There are 3 correct answers to this question.

A. View customer details
B. Create a new e-mail message or a new case from the What Would You like to do? area
C. Edit customer details
D. Launch a customer survey
E. Access interactions and notes in the timeline tab

Answer: A,B,E

NEW QUESTION # 75
......

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