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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q46-Q51):
NEW QUESTION # 46
You are configuring SAP Service Cloud Version 2 to automatically assign employees to a case. Which feature can help with this?
- A. Routing
- B. Process for cases
- C. Prioritization settings
- D. Escalation
Answer: A
NEW QUESTION # 47
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.
- A. Contract
- B. Installed base
- C. Customer
- D. Product
Answer: C,D
Explanation:
To create a registered product in SAP Service Cloud Version 2, you need the following objects:
* Product: This is the generic definition of the product that you want to register. It contains the basic information such as the name, description, category, and price of the product. You can create products in the Products work center, under the Products view.
* Customer: This is the individual or organization that owns the registered product. It can be either an account or an individual customer. You can create customers in the Customers work center, under the Accounts or Individual Customers view.
The other objects are not mandatory for creating a registered product, but they can be used to provide additional information or functionality. For example:
* Installed base: This is a collection of registered products that belong to the same customer and are located at the same site. It can be used to group and manage related registered products more easily.
You can create installed bases in the Installed Base work center, under the Installed Base view.
* Contract: This is an agreement between the customer and the service provider that defines the terms and conditions of the service delivery. It can be used to determine the service entitlements and pricing for the registered product. You can create contracts in the Contracts work center, under the Contracts view.
References =
* Creating a Registered Product - SAP Learning, slide 3-4
* Solution Guide for SAP Service Cloud Version 2, page 31-32
NEW QUESTION # 48
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. Access interactions and notes in the timeline tab
- B. View customer details
- C. Create a new e-mail message or a new case from the What Would You like to do? area
- D. Edit customer details
- E. Launch a customer survey
Answer: A,B,D
Explanation:
In the Customer Hub in Agent Desktop, a service agent can perform the following actions:
Edit customer details: The agent can update the customer's personal and business information, such as name, address, phone number, email, account, and contact person. The agent can also add or remove tags to the customer1.
View customer details: The agent can see the customer's basic information, such as name, address, phone number, email, account, and contact person. The agent can also see the customer's tags, which are keywords that help to categorize and identify the customer1.
Access interactions and notes in the timeline tab: The agent can view the chronological history of interactions with the customer, such as cases, calls, emails, chats, surveys, and visits. The agent can also see the notes that were added by other agents or by the customer2.
The agent cannot perform the following actions in the Customer Hub in Agent Desktop:
Create a new e-mail message or a new case from the What Would You like to do? area: This action can only be done from the Communication Panel, which is a separate area in the Agent Desktop that shows the incoming and outgoing communication items, such as emails, calls, chats, and messages3.
Launch a customer survey: This action can only be done from the Survey tabstrip, which is a separate tabstrip in the Customer Hub that shows the surveys that were sent to or received from the customer. The agent can launch a new survey from this tabstrip by selecting a survey template and a communication channel4.
References = 1: Customer Hub - SAP Online Help, 2: Timeline - SAP Online Help, 3: [Communication Panel
- SAP Online Help], 4: [Survey - SAP Online Help]
NEW QUESTION # 49
Which capability ensures service agents send e-mail responses with the correct corporate branding?
- A. E-mail templates
- B. Autoflow
- C. Determination rules
- D. Workflow rules
Answer: A
Explanation:
E-mail templates are used to define the fixed content (such as subject or disclaimer) andvariable parts (such as the form of address) of the email responses that service agents send to customers. E-mail templates can also be customized to include the corporate branding, such as logos, colors, fonts, and signatures, according to the needs of the service organization. E-mail templates can be created and maintained using the Configuring Email app in SAP Service Cloud Version 2. References = Configuring Email - SAP Learning, Maintain Email Templates | SAP Help Portal, Configuring Email Templates - SAP Customer Data Cloud, Configuring Email Templates | SAP Help Portal
NEW QUESTION # 50
Which actions are necessary to use installed bases in cases? Note: There are 2 correct answers to this question.
- A. An active service contract must be added to the installed base.
- B. The installed base must be set to active status.
- C. At least one registered product must be assigned to the installed base.
- D. A customer needs to be assigned to the installed base.
Answer: B,D
Explanation:
Prerequisites for using installed bases in cases:
* Assign Customer (A): Links the installed base to a business partner for context.
* Active Status (B): Only active installed bases can be referenced in cases.
Why other options are incorrect:
* C. Registered Product: Not mandatory (e.g., empty installed bases can exist).
* D. Service Contract: Optional for entitlements, not core to installed base usage.
References:
* SAP Help Portal: "Installed Base in Case Management".
NEW QUESTION # 51
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