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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q68-Q73):

NEW QUESTION # 68
What can the categories in the service catalog be used for? Note: There are 3 correct answers to this question.

A. Business role assignment
B. Service level determination
C. To control validity of the service catalog
D. A filter option for the case summary
E. Case responsibility determination

Answer: B,D,E

Explanation:
The categories in the service catalog can be used for service level determination, a filter option for the case summary, and case responsibility determination. Service level determination is the process of assigning a service level agreement (SLA) to a case based on the category and other attributes. A filter option for the case summary allows the user to view cases by category or subcategory. Case responsibility determination is the process of assigning a case to a service agent or a service team based on the category and other criteria. References = Configuring Categories, Creating the Statuses for Cases, Service Categorization with Machine Learning

NEW QUESTION # 69
Which user types are available within SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Business
B. Technical
C. Administration
D. Development

Answer: A,B

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 # 70
What information can be maintained in the Related Objects facet of a case? Note: There are 3 correct answers to this question.

A. Registered products and installed bases related to the account only
B. Registered products
C. Installed bases
D. Products
E. Installation points

Answer: B,C,E

Explanation:
The Related Objects facet in a case allows linking to:
* Registered Products (A): Specific instances of products (e.g., serialized items) tied to the customer.
* Installed Bases (B): Collections of products/components the customer owns.
* Installation Points (C): Physical/logical locations within an installed base (e.g., "Building A, Floor 3").
Why other options are incorrect:
* D. Account-Limited Objects: The facet includes all related objects, not restricted to the account.
* E. Products: Generic product definitions (from the product master) are not directly assignable here.
References:
* SAP Service Cloud Guide: "Case-Related Objects Configuration".

NEW QUESTION # 71
You have configured the Service Level Agreements and their determination rules, but they are not derived in the case. Which of the following could be a reason for this? Note: There are 2 correct answers to this question.

A. Service Level Agreements are not configured in fine-tuning.
B. Service Level Agreements are not activated as a service.
C. The determination rules have been configured, but not activated.
D. A workflow rule was not scheduled to trigger the determination.

Answer: A,C

Explanation:
For Service Level Agreements (SLAs) to be correctly derived in cases within SAP Service Cloud Version 2, they need to be properly configured and activated. A common reason for SLAs not being derived could be that they have not been configured in the fine-tuning settings of the system. This setup is crucial for defining the SLAs' parameters and how they apply to various cases. Another potential issue could be that the determination rules, although configured, were not activated. These rules are essential for the system to automatically apply the correct SLA based on the case's attributes. Without activation, the system cannot utilize these rules to determine and apply SLAs to cases.

NEW QUESTION # 72
Which of the following standard charts are available in the All Cases worklist? Note: There are 3 correct answers to this question.

A. Cases by Category
B. Cases by Service Team
C. Cases by Priority
D. Cases by Source/Channel
E. Cases by SLA

Answer: A,C,D

NEW QUESTION # 73
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