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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q16-Q21):
NEW QUESTION # 16
Which of the following objects can be replicated from SAP Service Cloud Version 2 to SAP S/4HANA?
Note: There are 2 correct answers to this question.
- A. Registered products
- B. Service contracts
- C. Products
- D. Contacts
Answer: A,D
Explanation:
According to the SAP Service Cloud Version 2 for Utilities Integration with SAP S/4HANA document, the following objects can be replicated from SAP Service Cloud Version 2 to SAP S/4HANA: Business Partner (Customer - bi-directional), Equipment (bi-directional), Registered Product (bi-directional), Contact (bi-directional), and Service Order (bi-directional). Therefore, the correct answers are A and B, as registered products and contacts are among the objects that can be replicated. References = SAP Service Cloud Version 2 for Utilities Integration with SAP S/4HANA
NEW QUESTION # 17
Which configuration steps are mandatory to link customer e-mails with cases? Note: There are 2 correct answers to this question.
- A. Maintain and activate at least one e-mail channel.
- B. Set up a rule to route the e-mail to the tenant's technical e-mail address.
- C. Assign the team responsible for handling cases.
- D. Create a case routing rule.
Answer: A,D
Explanation:
To link customer e-mails with cases, you need to do the following configuration steps in SAP Service Cloud Version 2:
Maintain and activate at least one e-mail channel: You need to create an e-mail channel for each support e-mail address that you want to use to communicate with your customers. You also need to configure the settings for the e-mail channel, such as the technical e-mail address, the sender name, the sender e-mail address, and the reply-to e-mail address. You also need to verify and activate the e-mail channel, so that the incoming e-mails are forwarded from your company's e-mail server to the tenant's technical e-mail address.
Create a case routing rule: You need to create a case routing rule for each e-mail channel, to define how the incoming e-mails are processed and assigned to cases. You can specify the criteria for the case routing rule, such as the e-mail channel, the sender e-mail address, the subject, or the body of the e-mail.
You can also specify the actions for the case routing rule, such as creating a new case, updating an existing case, assigning a case type, assigning a team or a processor, or sending an auto-reply e-mail. References = Configuring Email, section Communication Channel Configuration - Email; Providing Expedited Service, section Inbound Email Linked to a Case.
NEW QUESTION # 18
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 through SAP for Me
- B. Create incident through Settings > Incident
- C. Activate Built-In Support
- D. Log incident with SAP Service Cloud user ID
Answer: A,C
Explanation:
Creating an incident in SAP Service Cloud Version 2 involves utilizing the built-in support framework provided by SAP. This framework is designed to streamline the process of reporting and managing issues directly within the SAP ecosystem. Logging an incident through the SAP for Me portal is a critical step in this process, as it serves as a centralized platform for customers to access various SAP services, including support and incident management. Additionally, activating the Built-In Support feature within the SAP Service Cloud environment enables users to directly report issues from within the application, ensuring that incidents are captured accurately and routed to the appropriate support channels for resolution
NEW QUESTION # 19
What can the categories in the service catalogue be used for? Note: There are 3 correct answers to this question.
- A. To control the validity of the service catalogue
- B. Service level determination
- C. A filter option for the case summary
- D. Business role assignment
- E. Case responsibility determination
Answer: A,C,E
NEW QUESTION # 20
You want to assign a value to a specific field based on another field value calculation. Which of the Can you create the following to enable the field calculation?
- A. A page layout
- B. A workflow
- C. An autoflow
- D. A determination
Answer: D
NEW QUESTION # 21
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