Which of the following objects can be replicated from SAP Service Cloud Version 2 to SAP S/4HANA? Note: There are 2 correct answers to this question.
- A . Registered products
- B . Contacts
- C . Products
- D . Service contracts
You want to assign employees to multiple organisational units.
Which action needs to be performed to achieve this?
- A . Assign employees directly to different organisational objects.
- B . Enable the Primary flag in the organisation unit.
- C . Acquire an additional license for the required add-on.
- D . Assign the employee at company level.
Which actions are prerequisites to utilize registered products? Note: There are 2 correct answers to this question.
- A . Activate the service in the business role
- B . Create customer records
- C . Create numeric ranges for customers
- D . Create an installed base
You are an administrator and want different user groups to have different fields access in the UI in SAP Service Cloud Version 2.
Which functionalities would you use to enable this? Note: There are 2 correct answers to this question.
- A . Auto flow
- B . Language adaptation
- C . Page layout
- D . Adaptation
What is the only way to change an active case type?
- A . Copy an existing case type.
- B . Edit the name of the existing case type.
- C . It is not possible to change an existing case type.
- D . Execute the Create New Version action.
For which objects can you utilize categories in service catalogs? Note: There are 2 correct answers to this question.
- A . Cases
- B . Phone calls
- C . Registered products
- D . Tasks
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 . Cases
- B . Installed base
- C . Contracts
- D . Calls
Which of the following apply when accessing a new SAP Service Cloud Version 2 tenant? Note: There are 2 correct answers to this question.
- A . The administrator must create an initial user in order to log in to the tenant for the first time.
- B . Any test tenant needs to be purchased separately.
- C . The customer will need to provision new tenants through SAP for Me.
- D . The business settings will need to be activated for the tenant.
Which capability ensures service agents send e-mail responses with the correct corporate branding?
- A . Workflow rules
- B . Autoflow
- C . Determination rules
- D . E-mail templates
Which of the following features are available in the adaptation tool? Note: There are 2 correct answers to this question.
- A . Create a new URL mashup
- B . Add a new button
- C . Change the field label
- D . Add a new field
Which of the following account types can be used in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A . Contacts
- B . Channel partners
- C . Groups
- D . Individual customers
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.
- A . Installed base
- B . Status
- C . Subject
- D . Case type
Which action should an administrator take to get a system bug fixed within SAP Service Cloud Version 2?
- A . Implement the provided hotfix number
- B . Create an incident
- C . Send an e-mail to SAP Cloud Support
- D . Report an issue via case
When using auto flow 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 auto flow rules exist.
- C . Too many rules affect system performance.
- D . Conditions can be based on extension fields.
- E . Auto flow rules must be assigned to the business role
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.
- A . Responsible employee
- B . Team
- C . Contact
- D . Account hierarchy
You want to assign a value to a specific field based on another field value calculation.
Which of the Can you create the following to enable the field calculation?
- A . A page layout
- B . A determination
- C . A workflow
- D . An autoflow
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note: There are 2 correct answers to this question.
- A . Obtain API token credentials from the CTI provider.
- B . Add a mashup service in Agent Desktop.
- C . Add the phone channel to the live interaction widget.
- D . Integrate with a third-party Computer Telephony Integrator (CTI) provider.
Which of the following elements are mandatory to create a new product? Note: There are 2 correct Answers to this question.
- A . Sales area data
- B . Price
- C . Product group
- D . Unit of measure
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.
- A . Send info notifications
- B . Send e-mails
- C . Send object update
- D . Send event notifications
- E . Send event e-mail template
Which attribute can you assign to a warranty?
- A . Dates
- B . Duration
- C . Non-covered categories
- D . Registered products
Where can the administrator configure which event types must be visible in the timeline of the Customer Hub screen?
- A . In the timeline configuration
- B . In the general configuration of Agent Desktop
- C . In the Customer Hub screen configuration
- D . The event types are enabled by default and cannot be changed.
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.
- A . Manually by performing a customer identification via Agent Desktop
- B . Manually by navigating into the Customer Hub app from the menu
- C . Automatically when an incoming phone call from a known customer is accepted
- D . Automatically when there is an incoming phone call
What functionality can be enabled to assist agents with case resolution?
- A . Create and assign surveys to the case.
- B . Integrate a knowledge base.
- C . Configure templates for responses.
- D . Integrate Microsoft Teams.
Which objects can you assign when you create a user? Note: There are 2 correct answers to this question.
- A . Business role
- B . Security policy
- C . User profile
- D . Employee role
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 . Include a dedicated step pointing to the mashup in one of the phases of the case type.
- C . Create a mashup to embed the web page of the external solution.
- D . Define a custom screen for the mashup.
- E . Use the web page URL of the external solution for extracting input parameters in the mashup
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 . Edit customer details
- B . Create a new e-mail message or a new case from the What Would You like to do? area
- C . Launch a customer survey
- D . View customer details
- E . Access interactions and notes in the timeline tab
What actions do you need to perform to create an incident for SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A . Create incident through Settings > Incident
- B . Log incident through SAP for Me
- C . Log incident with SAP Service Cloud user ID
- D . Activate Built-In Support
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 . Deactivate the Case Type, assign the Service Catalog, save, and activate it again.
- B . Delete the Case Type and create a new Case Type with the required Service Catalog assigned to it.
- C . It is not possible to change an existing Case Type, so deactivate it and create a new one.
- D . Execute the Create New Version action from the existing Case Type, then enter the Service Catalog and activate the new version.
What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.
- A . Share workspaces.
- B . Hand over cases.
- C . Create appointments.
- D . Send e-mails to customers.
- E . Make outbound calls.
Which of the following parameters can be maintained by the administrator when configuring a new e-mail channel? Note: There are 3 correct answers to this question.
- A . Channel type
- B . Mashup service
- C . Channel e-mail ID
- D . Case type
- E . Default account