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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q23-Q28):
NEW QUESTION # 23
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.
- A. Customer
- B. Installed base
- C. Product
- 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 # 24
Which tool can you use to rename the cases facet?
- A. Workflow with action type field update
- B. Adaptation tool
- C. Language adaptation tool
- D. Page layout
Answer: C
NEW QUESTION # 25
You cannot access cases in SAP Service Cloud Version 2. What could be the reason?
- A. The employee is not assigned to the correct business role.
- B. Access rights for cases are limited to read access.
- C. Access rights are directly assigned to the business user.
- D. Access to the Case app is NOT enabled for the business user.
Answer: A,D
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 # 26
Which of the following blocks are available in the validation editor? Note: There are 2 correct answers to this question.
- A. Action
- B. Message
- C. Workflow
- D. Condition
Answer: A,D
NEW QUESTION # 27
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. Account hierarchy
- D. Responsible employee
Answer: A,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 # 28
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