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NEW QUESTION # 35
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. Develop a custom business object.
- B. Define a custom screen for the mashup.
- C. Use the web page URL of the external solution for extracting input parameters in the mashup.
- D. Include a dedicated step pointing to the mashup in one of the phases of the case type.
- E. Create a mashup to embed the web page of the external solution.
Answer: C,D,E
Explanation:
To enable service agents to access and perform actions in an external solution for a specific case type, administrators must create a mashup to embed the web page of the external solution to integrate it into the Agent Desktop. They should use the web page URL of the external solution for extracting input parameters in the mashup to pass case-specific data. Additionally, including a dedicated step pointing to the mashup in one of the phases of the case type ensures agents can access the external solution during case processing. According to SAP documentation, "Creating a mashup, configuring its URL parameters, and integrating it into the case type via a dedicated step are required for external solution access." Developing a custom business object (A) is unnecessary for this scenario. Defining a custom screen for the mashup (D) is not a standard requirement.
Reference:
SAP Help Portal: Mashup Configuration in SAP Service Cloud V2
SAP Community: External Solution Integration
NEW QUESTION # 36
Which of the following steps are required to set up SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Create business role
- B. Create organizational structure
- C. Log in with initial user
- D. Assign employee to organizational units
Answer: A,C
NEW QUESTION # 37
Which of the following objects can be displayed in the Timeline tabstrip in the Customer Hub? Note: There are 2 correct answers to this question.
- A. Calls
- B. Cases
- C. Contracts
- D. Installed base
Answer: B,C
NEW QUESTION # 38
You have created and activated a new case type, but you forgot to assign a service catalog to it. How can you assign a service catalog to your new case type?
- A. It is not possible to change an existing Case Type, so deactivate it and create a new one.
- B. Deactivate the Case Type, assign the Service Catalog, save, and activate it again.
- C. Delete the Case Type and create a new Case Type with the required Service Catalog assigned to it.
- D. Execute the Create New Version action from the existing Case Type, then enter the Service Catalog and activate the new version.
Answer: D
NEW QUESTION # 39
Which tool can you use to rename the cases facet?
- A. Language adaptation tool
- B. Page layout
- C. Workflow with action type field update
- D. Adaptation tool
Answer: A
NEW QUESTION # 40
Which element can be used to restrict access to views?
- A. Business roles
- B. Determination rules
- C. Code list restrictions
- D. Field attributes
Answer: A
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 # 41
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.
- A. Automatically when an incoming phone call from a known customer is accepted
- B. Manually by navigating into the Customer Hub app from the menu
- C. Automatically when there is an incoming phone call
- D. Manually by performing a customer identification via Agent Desktop
Answer: A,D
NEW QUESTION # 42
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. Cases
- D. Service orders
Answer: A,C
NEW QUESTION # 43
Which elements can you use to control the reaction time? Note: There are 2 correct answers to this question.
- A. Autoflow
- B. Working calendar
- C. Case Designer with the step option assignment
- D. Operating hours
Answer: B,D
Explanation:
In SAP Service Cloud V2, reaction times for cases are influenced by Working calendar, which defines non-working days and holidays, and Operating hours, which specify the hours during which service agents are available. These elements ensure that reaction times are calculated based on actual working periods. According to SAP documentation, "Working calendar and operating hours are used to control reaction times by defining the availability for case handling." Case Designer with step option assignment (A) is for routing, not reaction time control. Autoflow (D) automates actions but does not directly manage reaction times.
Reference:
SAP Help Portal: SLA and Reaction Time Configuration
SAP Community: Managing Case Timelines
NEW QUESTION # 44
What functionality can you use to grant user access to an SAP S/4HANA transaction in SAP Service Cloud Version 2 as an administrator? Note: There are 2 correct answers to this question.
- A. Configure the relevant action
- B. Mashup
- C. Custom entity
- D. Business flow
Answer: A,B
NEW QUESTION # 45
Which of the following describe how access restrictions are governed in SAP Service Cloud Version 2?
- A. Restricted access rights override any unrestricted access you have defined.
- B. If the access rights are contradictory, the system automatically grants no access.
- C. You can decide if access rights override any restrictions you have defined.
- D. Unrestricted access rights override any restrictions you have defined.
Answer: D
NEW QUESTION # 46
Which of the following account master data can be included when creating account master data objects? Note: There are 2 correct answers to this question.
- A. Account team member
- B. Title
- C. Contract data
- D. Role
Answer: A,D
Explanation:
When creating account master data objects in SAP Service Cloud V2, Role can be included to define the account's function (e.g., customer, prospect). Account team member is also included to assign employees responsible for managing the account. According to SAP documentation, "Account master data includes attributes such as Role and Account Team Members to support customer relationship management." Title (B) is typically associated with contacts, not accounts. Contract data (D) is managed separately and not part of account master data creation.
Reference:
SAP Help Portal: Account Master Data in SAP Service Cloud V2
SAP Learning: Account Management Configuration
NEW QUESTION # 47
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.
- A. Service Team
- B. Responsible employee
- C. Contact
- D. Account hierarchy
Answer: A,B
Explanation:
In SAP Service Cloud V2, case routing can utilize master data such as Responsible employee to assign cases to specific individuals based on conditions like expertise or availability. Service Team is also used to route cases to predefined teams. According to SAP documentation, "Case routing rules can leverage master data like Responsible Employee and Service Team to determine case assignments." Contact (B) is a case attribute but not typically used for routing. Account hierarchy (C) is used for account management, not routing.
Reference:
SAP Help Portal: Case Routing Configuration in SAP Service Cloud V2
SAP Learning: Master Data in Case Routing
NEW QUESTION # 48
When using autoflow rules, which of the following do you need to consider? Note: There are 3 correct answers to this question.
- A. Conditions can be based on standard fields.
- B. Optimization from the back end is done automatically when too many autoflow rules exist.
- C. Conditions can be based on extension fields.
- D. Autoflow rules must be assigned to the business role.
- E. Too many rules affect system performance.
Answer: A,C,E
Explanation:
When using autoflow rules in SAP Service Cloud V2, administrators must consider that conditions can be based on standard fields (e.g., case type, priority) to trigger automated actions. Too many rules can affect system performance, as excessive rules increase processing time. Additionally, conditions can be based on extension fields, allowing customization to meet specific business needs. According to SAP documentation, "Autoflow rules support conditions based on standard and extension fields, but administrators should monitor rule volume to avoid performance issues." Optimization from the back end (C) is not automatic for autoflow rules. Assigning autoflow rules to business roles (E) is not required, as rules are system-wide.
Reference:
SAP Help Portal: Autoflow Configuration in SAP Service Cloud V2
SAP Community: Best Practices for Autoflow Rules
NEW QUESTION # 49
Which objects are determined when you are using case routing in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Employee
- B. Service category
- C. Service team
- D. Account
Answer: A,C
NEW QUESTION # 50
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Create installed bases.
- B. Create accounts and contacts.
- C. Assign products to existing accounts.
- D. Use a mashup to execute transactions in other SAP solutions.
Answer: B,D
NEW QUESTION # 51
Which capability ensures service agents send e-mail responses with the correct corporate branding?
- A. E-mail templates
- B. Autoflow
- C. Workflow rules
- D. Determination rules
Answer: A
NEW QUESTION # 52
Where can you find existing cases in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. In the cases settings view
- B. In the case worklist by choosing the Case app from the menu
- C. In the product page
- D. In the My Cases Summary card available in the home page
Answer: B,D
NEW QUESTION # 53
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