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Which types of master data can be used in case routing? Note: There are 2 correct answers to this

question.

A.

Responsible employee

B.

Team

C.

Contact

D.

Account hierarchy

Where can you find existing cases in SAP Service Cloud Version 2? Note: There are 2 correct answers

to this question.

A.

In the My Cases Summary card available in the home page

B.

In the cases settings view

C.

In the product page

D.

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

How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct

answers to this question.

A.

Manually by performing a customer identification via Agent Desktop

B.

Manually by navigating into the Customer Hub app from the menu

C.

Automatically when an incoming phone call from a known customer is accepted

D.

Automatically when there is an incoming phone call

You have determined that one of your products has a known fault. You want to ensure that all cases

with that product are automatically assigned to the escalation team. Which feature in SAP Service

Cloud Version 2 would you use to do this?

A.

Notifications

B.

Case routing

C.

SLA

D.

Service categories

Which of the following are mandatory attributes when creating a case? Note: There are 2 correct

answers to this question.

A.

Installed base

B.

Status

C.

Subject

D.

Case type

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.

Summary

C.

Mark as unread

D.

Handover

E.

Escalate

Which of the following are required to grant business user access? Note: There are 2 correct answers

to this question.

A.

User ID

B.

Access restriction

C.

Employee

D.

Assignment to an organizational unit

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.

Category

B.

Cause category

C.

Incident category

D.

Subcategory

Which attribute can you assign to a warranty?

A.

Dates

B.

Duration

C.

Non-covered categories

D.

Registered products

You want to assign employees to multiple organizational units. Which action needs to be performed

to achieve this?

A.

Assign employees directly to different organizational objects.

B.

Enable the Primary flag in the organization unit.

C.

Acquire an additional license for the required add-on.

D.

Assign the employee at company level.