SAP Certified Application Associate - SAP Service Cloud Version 2

Question 1

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. Execute the Create New Version action from the existing Case Type, then enter the Service Catalog and activate the new version.

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. Deactivate the Case Type, assign the Service Catalog, save, and activate it again.

Correct Answer: A

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Question 2

Which element can be used to restrict access to views?

A. Code list restrictions

B. Field extensions

C. Business roles

D. Service levels

Correct Answer: C

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Question 3

You have integrated Microsoft Teams with SAP Service Cloud Version 2.
Where can service agents start sharing workspaces for cases by clicking on the Share Workspace icon? Note: There are 2 correct answers to this question.

A. In the case worklist

B. In the interaction log

C. In Agent Desktop

D. In the case

Correct Answer: C,D

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Question 4

Which of the following describe how access restrictions are governed in SAP Service Cloud Version 2?

A. Restricted access rights override any unrestricted access you have defined.

B. Unrestricted access rights override any restrictions you have defined.

C. If the access rights are contradictory, the system automatically grants no access.

D. You can decide if access rights override any restrictions you have defined.

Correct Answer: A

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Question 5

What is the only way to change an active case type?

A. Copy an existing case type.

B. It is not possible to change an existing case type.

C. Execute the Create New Version action.

D. Edit the name of the existing case type.

Correct Answer: C

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Question 6

Which capability ensures service agents send e-mail responses with the correct corporate branding?

A. Determination rules

B. Workflow rules

C. E-mail templates

D. Autoflow

Correct Answer: C

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Question 7

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 My Cases Summary card available in the home page

C. In the case worklist by choosing the Case app from the menu

D. In the cases settings view

Correct Answer: B,C

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Question 8

What functionality can be enabled to assist agents with case resolution?

A. Integrate Microsoft Teams.

B. Create and assign surveys to the case.

C. Configure templates for responses.

D. Integrate a knowledge base.

Correct Answer: D

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Question 9

What are the prerequisites for integrating external systems into Agent Desktop? Note: There are 2 correct answers to this question.

A. Machine learning

B. SAP Cloud Integration

C. SAP Event Mesh

D. SAP Build Apps

Correct Answer: B,C

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SAP Certified Application Associate - SAP Service Cloud Version 2 - C_C4H56I_34 Exam Practice Test

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