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NEW QUESTION # 21
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. Any test tenant needs to be purchased separately.
- B. The business settings will need to be activated for the tenant.
- C. The administrator must create an initial user in order to log in to the tenant for the first time.
- D. The customer will need to provision new tenants through SAP for Me.
Answer: B,D
Explanation:
Option C is correct because the customer will need to provision new tenants through SAP for Me, which is a self-service portal that provides access to SAP products, services, and support12.
Option D is correct because the business settings will need to be activated for the tenant, which enables the tenant to use the features and functions of SAP Service Cloud Version 23.
Option A is incorrect because the administrator does not need to create an initial user in order to log in to the tenant for the first time. The initial user is created automatically by SAP and the credentials are sent to the customer via email3.
Option B is incorrect because any test tenant does not need to be purchased separately. The customer can choose to purchase a test tenant along with the production tenant, or request a test tenant later through SAP for Me2. References = Defining the Scope - SAP Learning Solution Guide for SAP Service Cloud Version 2 Version 2 Onboarding Guide for SAP Service Cloud Set Up Guide for SAP Service Cloud Version 2 - SAP Online Help
NEW QUESTION # 22
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note: There are 2 correct answers to this question.
- A. Add a mashup service in Agent Desktop.
- B. Integrate with a third-party Computer Telephony Integrator (CTI) provider.
- C. Obtain API token credentials from the CTI provider.
- D. Add the phone channel to the live interaction widget.
Answer: B,D
NEW QUESTION # 23
Which of the following features are available in the adaptation tool? Note: There are 2 correct answers to this question.
- A. Change the field label
- B. Create a new URL mashup
- C. Add a new field
- D. Add a new button
Answer: C,D
Explanation:
The adaptation tool allows you to add a new button or a new field to the user interface of SAP Service Cloud Version 2. You can also change the properties of existing buttons and fields, such as the label, the visibility, the data binding, and the actions. However, you cannot create a new URL mashup using the adaptation tool.
To create a new URL mashup, you need to use the administration tool. References = Solution Guide for SAP Service Cloud Version 2, section "Adaptation", page 33.
NEW QUESTION # 24
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. Service category
- B. Account
- C. Employee
- D. Service team
Answer: A,D
Explanation:
Case routing in SAP Service Cloud Version 2 is a mechanism that automatically directs incoming cases to the appropriate service teams or individuals based on predefined criteria. The "Service Category" is one of the primary criteria used in case routing. It categorizes cases based on the nature of the inquiry or issue, ensuring that they are directed to the team with the relevant expertise. Additionally, the "Service Team" is determined during case routing, which involves assigning cases to specific groups of service agents or teams who are equipped to handle them. This ensures that cases are managed by the most suitable and knowledgeable personnel, facilitating efficient resolution.
NEW QUESTION # 25
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Assign products to existing accounts.
- B. Use a mashup to execute transactions in other SAP solutions.
- C. Create accounts and contacts.
- D. Create installed bases.
Answer: B,D
NEW QUESTION # 26
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. Templates
- C. Agent Desktop
- D. Initial user
Answer: B,C
NEW QUESTION # 27
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. Use the web page URL of the external solution for extracting input parameters in the mashup
- B. Create a mashup to embed the web page of the external solution.
- C. Develop a custom business object.
- D. Define a custom screen for the mashup.
- E. Include a dedicated step pointing to the mashup in one of the phases of the case type.
Answer: A,B,E
Explanation:
According to the SAP Service Cloud Version 2 learning resources, to enable service agents to access and perform actions in an external solution, such as SAP S/4HANA Service, from a specific case type, the administrator has to do the following steps:
Create a mashup to embed the web page of the external solution. A mashup is a way to integrate data or functionality from another web application into SAP Service Cloud Version 2. The mashup can be configured to pass input parameters from the case to the external solution, such as the case ID, the account ID, or the product ID.
Use the web page URL of the external solution for extracting input parameters in the mashup. The web page URL of the external solution is the source of the mashup, and it can be used to define the input parameters that the mashup will send to the external solution. For example, if the web page URL of the external solution is https://s4hana-service.com/create-order?caseId={caseId}&accountId={accountId}, then the mashup can use the placeholders {caseId} and {accountId} to extract the values from the case and pass them to the external solution.
Include a dedicated step pointing to the mashup in one of the phases of the case type. A case type is a template that defines the phases and steps that a case goes through from creation to closure. A step is a specific action that a service agent can perform on a case, such as sending an email, creating a task, or launching a mashup. By including a dedicated step pointing to the mashup in one of the phases of the case type, the administrator can enable the service agents to access the external solution from the case screen.
The other options are not correct because:
Developing a custom business object is not necessary to access an external solution from a case type. A custom business object is a way to extend the data model of SAP Service Cloud Version 2 by creating new entities and fields that are not available in the standard solution.
Defining a custom screen for the mashup is not required to access an external solution from a case type.
A custom screen is a way to create a new user interface for a custom business object or a standard business object that has been extended with custom fields. A mashup does not need a custom screen, as it uses the web page of the external solution as its user interface. References = Integrating SAP Customer Service, Service Operations and Field Service, Solution Guide for SAP Service Cloud Version
2
NEW QUESTION # 28
Where can you find existing cases in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. In the product page
- B. In the case worklist by choosing the Case app from the menu
- C. In the cases settings view
- D. In the My Cases Summary card available in the home page
Answer: B,D
Explanation:
You can find existing cases in SAP Service Cloud Version 2 in two ways:
In the My Cases Summary card available in the home page. This card shows you the number of cases assigned to you, grouped by priority and status. You can click on any of the numbers to open a list of the corresponding cases. You can also click on the View All button to see all your cases in a table view.
In the case worklist by choosing the Case app from the menu. This app allows you to view, filter, sort, and search for cases based on various criteria. You can also create new cases, edit existing cases, and perform actions on cases from this app. References = Solution Guide for SAP Service Cloud Version 2, section Cases.
NEW QUESTION # 29
Which of the following actions can a Service Agent execute from the case "More Action" button?
Note: There are 3 correct answers to this question.
- A. Delete
- B. Escalate
- C. Summary
- D. Handover
- E. Mark as unread
Answer: B,C,E
Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, the following actions can be executed by a Service Agent from the case "More Action" button:
Summary. This action allows the Service Agent to create a summary of the case, which is a concise and informative description of the case details, such as the subject, the priority, the status, the category, the resolution, and the next steps. The summary can be used to communicate the case progress to the customer or to other stakeholders.
Mark as unread. This action allows the Service Agent to mark the case as unread, which means that the case will appear as new in the Agent Desktop and will require the Service Agent's attention. This action can be used to remind the Service Agent to follow up on the case or to delegate the case to another Service Agent.
Escalate. This action allows the Service Agent to escalate the case to a higher level of authority or expertise, such as a manager or a specialist. The escalation can be triggered manually by the Service Agent or automatically by the system based on predefined criteria, such as the case priority, the SLA, or the customer satisfaction. The escalation can also involve sending notifications, changing the case status, or reassigning the case to another team or employee.
The other options are not correct because:
Delete. This action is not available from the case "More Action" button. Deleting a case is a permanent action that removes the case and all its related data from the system. Deleting a case can only be done by an administrator or a user with the appropriate authorization in the Cases work center.
Handover. This action is not available from the case "More Action" button. Handing over a case is a temporary action that transfers the ownership and responsibility of the case to another Service Agent for a specific period of time. Handing over a case can be done by the Service Agent or by the system based on predefined rules in the Settings > Cases > Case Handover view. References = Using Agent Desktop with SAP Service Cloud, Creating a Case Type, Configuring Case Escalation, Configuring Case Handover
NEW QUESTION # 30
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.
- A. Product
- B. Installed base
- C. Customer
- D. Contract
Answer: A,C
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 # 31
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Assign products to existing accounts.
- B. Create installed bases.
- C. Create accounts and contacts.
- D. Use a mashup to execute transactions in other SAP solutions.
Answer: C,D
Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, you can do the following things with Agent Desktop in SAP Service Cloud Version 2:
Create accounts and contacts. Agent Desktop allows you to create and maintain master data for accounts and contacts, which are essential for managing customer relationships and service requests. You can also view and edit the account hierarchy, the contact roles, and the communication preferences of the accounts and contacts.
Use a mashup to execute transactions in other SAP solutions. Agent Desktop enables you to integrate with other SAP solutions, such as SAP S/4HANA Service, SAP Field Service Management, or SAP Marketing Cloud, by using mashups. Mashups are web pages that are embedded in the Agent Desktop and can pass input parameters from the service objects, such as cases, tickets, or registered products, to the external solutions. You can use mashups to perform actions in the external solutions, such as creating a service order, scheduling a service appointment, or launching a marketing campaign, without leaving the Agent Desktop.
The other options are not correct because:
Creating installed bases is not possible with Agent Desktop in SAP Service Cloud Version 2. Installed bases are collections of products that are installed at a customer site and require service or maintenance.
Installed bases are created and managed in the Installed Base work center, which is not part of the Agent Desktop.
Assigning products to existing accounts is not possible with Agent Desktop in SAP Service Cloud Version 2. Products are items that are sold or serviced by your company, and they can be assigned to accounts or contacts as attributes. Products are assigned and maintained in the Products work center, which is not part of the Agent Desktop. References = Introducing Agent Desktop in SAP Service Cloud Version 2, Using Agent Desktop with SAP Service Cloud, Description SAP Service Cloud Version 2 Feature Scope, Agent Console Add-On for SAP Service Cloud Agent Desktop in SAP Service Cloud Version 2 is a versatile tool that enables service agents to perform a variety of tasks efficiently. Among its capabilities, creating accounts and contacts directly from the interface stands out as a fundamental feature, allowing agents to manage customer information seamlessly.
Additionally, the Agent Desktop supports the use of mashups, which are integrations with external applications or web content. These mashups enable agents to execute transactions or access data in other SAP solutions without leaving the Agent Desktop environment, thereby enhancing productivity and providing a unified user experience
NEW QUESTION # 32
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. Log incident with SAP Service Cloud user ID
- B. Create incident through Settings > Incident
- C. Activate Built-In Support
- D. Log incident through SAP for Me
Answer: C,D
NEW QUESTION # 33
Which categories can you use when creating a service catalog in SAP Service Cloud Version 2? Note:
There are 2 correct answers to this question.
- A. Subcategory
- B. Category
- C. Cause category
- D. Incident category
Answer: A,B
Explanation:
When creating a service catalog in SAP Service Cloud Version 2, you can use category and subcategory as the main categories to organize your services. A category is a high-level grouping of services that share a common theme or purpose, such as repair, maintenance, or installation. A subcategory is a lower-level grouping of services that belong to a category and provide more specific details, such as brake repair, oil change, or software installation. You can create multiple levels of subcategories to create a hierarchical structure for your service catalog. You can also assign attributes, such as priority, channel, or status, to each category or subcategory to define the service characteristics and conditions. Cause category and incident category are not categories that you can use when creating a service catalog. They are categories that you can use when creating a case to capture the root cause and the type of the service request, respectively. References = Configuring Categories, section "Service Categories" and "How to Create a Service Catalog"
NEW QUESTION # 34
You want to assign employees to multiple organizational units. Which action needs to be performed to achieve this?
- A. Enable the Primary flag in the organization unit.
- B. Assign employees directly to different organizational objects.
- C. Acquire an additional license for the required add-on.
- D. Assign the employee at company level.
Answer: B
Explanation:
To assign employees to multiple organizational units, you need to assign them directly to different organizational objects. This can be done by creating positions that incorporate the organizational units and then assigning the employees to those positions. The Primary flag in the organization unit is used to indicate the main organizational unit for an employee or a manager, but it does not prevent them from being assigned to other organizational units. Acquiring an additional license for the required add-on is not relevant for this scenario. Assigning the employee at company level is not sufficient to assign them to multiple organizational units, as the company level is the root of the organizational structure and does not reflect the specific functions or teams of the employees. References = Setting Up a Service Organization, Create an Org Unit
NEW QUESTION # 35
Which access restriction types are available in SAP Service Cloud Version 2? Note: There are 3 correct answers to this question.
- A. Unrestricted
- B. Define specific restriction
- C. Full access
- D. Restricted
- E. No access
Answer: A,D,E
NEW QUESTION # 36
What is the only way to change an active case type?
- A. It is not possible to change an existing case type.
- B. Copy an existing case type.
- C. Execute the Create New Version action.
- D. Edit the name of the existing case type.
Answer: C
Explanation:
Existing Cases can be changed, but only by executing the action "Create New Version" from the existing Case Type that has to be modified. For example, if after creating a new Case Type, the Administrator realizes that the Service Catalog is missing, they will have to execute the action Create New Version from the existing Case Type, then enter the service catalog and activate the new version. References = Creating a Case Type
NEW QUESTION # 37
Which field can be used to determine Service Level Agreements?
- A. Custom field
- B. Event in case
- C. Reading value of a registered product
- D. Account role
Answer: C
NEW QUESTION # 38
You cannot access cases in SAP Service Cloud Version 2. What could be the reason?
- A. Access to the Case app is NOT enabled for the business user.
- B. Access rights for cases are limited to read access.
- C. The employee is not assigned to the correct business role.
- D. Access rights are directly assigned to the business user.
Answer: A,C
Explanation:
You cannot access cases in SAP Service Cloud Version 2 if you do not have the appropriate access rights or permissions. There are two possible reasons for this: either access to the Case app is not enabled for the business user, or the employee is not assigned to the correct business role. Access to the Case app is enabled by adding the Case work center and the relevant work center views to the business role assigned to the business user. The business role defines the functional scope and access rights of the user for specific tasks and operations. If the business user does not have the Case work center or the necessary work center views in their business role, they will not be able to access cases in SAP Service Cloud Version 2. Alternatively, the employee may have the Case work center and work center views in their business role, but they may not be assigned to the correct business role in the first place. The business role assignment is done in the Employee work center, where the administrator can assign one or more business roles to each employee. If the employee is not assigned to the business role that has the Case work center and work center views, they will not be able to access cases in SAP Service Cloud Version 2. References = Creating Business Roles, section "How to Add a Work Center to a Business Role" and "How to Add a Work Center View to a Business Role"; Assigning Business Roles to Employees, section "How to Assign a Business Role to an Employee"
NEW QUESTION # 39
What steps must the administrator perform to give service agents access to knowledge base articles? Note: There are 2 correct answers to this question.
- A. Maintain the knowledge base provider settings in SAP Service Cloud Version 2.
- B. Set up knowledge base articles in SAP Service Cloud Version 2.
- C. Configure the relevant integration flow.
- D. Obtain API token credentials from the knowledge base provider.
Answer: A,D
NEW QUESTION # 40
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.
- A. Team
- B. Contact
- C. Responsible employee
- D. Account hierarchy
Answer: A,C
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 # 41
Which user types are available within SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Administration
- B. Development
- C. Technical
- D. Business
Answer: C,D
Explanation:
Within SAP Service Cloud Version 2, the available user types include "Business" and "Technical" users.
Business users typically interact with the system through its front-end functionalities, focusing on tasks such as sales, service, and customer engagement. Technical users, on the other hand, are involved with the back-end aspects of the system, dealing with configuration, customization, and system administration tasks to ensure that the SAP Service Cloud operates smoothly and meets the organization's needs.
NEW QUESTION # 42
How can you adapt the status schema of a case type? Note: There are 2 correct answers to this question.
- A. Copy an existing status schema.
- B. Change the existing status schema.
- C. Create a new version of a status schema.
- D. Add or remove statuses in the existing status schema.
Answer: C,D
NEW QUESTION # 43
Where can the administrator configure which event types must be visible in the timeline of the Customer Hub screen?
- A. In the Customer Hub screen configuration
- B. In the timeline configuration
- C. The event types are enabled by default and cannot be changed.
- D. In the general configuration of Agent Desktop
Answer: B
Explanation:
The timeline configuration allows the administrator to define which event types must be visible in the timeline of the Customer Hub screen. The timeline configuration is accessed from the Adaptation menu in the Agent Desktop. The administrator can select the Timeline tab and then choose the Event Types option. There, the administrator can enable or disable the event types for the timeline, such as cases, emails, notes, tasks, and so on. The administrator can also reorder the event types by dragging and dropping them in the list. References = Solution Guide for SAP Service Cloud Version 2, section Configure Timeline.
NEW QUESTION # 44
Which elements can be used to determine the reaction time in Service Level Agreements? Note:
There are 2 correct answers to this question.
- A. Priority
- B. Maintenance plan
- C. Sales contract
- D. Case types
Answer: A,D
Explanation:
In determining the reaction time for Service Level Agreements (SLAs) within SAP Service Cloud Version 2,
"Priority" and "Case types" are key elements. The priority assigned to a case can directly influence the reaction time, with higher priority cases typically requiring faster response times. Case types also play a crucial role, as different types of cases may have varying levels of urgency and complexity, which can affect the expected reaction time. These elements help in setting appropriate response expectations and ensuring that cases are handled according to their significance and requirements.
NEW QUESTION # 45
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