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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions:

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

A) Copy an existing case type.
B) Execute the Create New Version action.
C) It is not possible to change an existing case type.
D) Edit the name of the existing case type.

2. How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.

A) Automatically when an incoming phone call from a known customer is accepted
B) Manually by navigating into the Customer Hub app from the menu
C) Automatically when there is an incoming phone call
D) Manually by performing a customer identification via Agent Desktop

3. For which objects can you utilize categories in service catalogs? Note: There are 2 correct answers to this question.

A) Tasks
B) Cases
C) Phone calls
D) Registered products

4. Service agents working on a specific case type in SAP Service Cloud Version 2 need to access and perform defined actions in an external solution. What steps must an administrator perform to make this possible? Note: There are 3 correct answers to this question.

A) Create a mashup to embed the web page of the external solution.
B) Develop a custom business object.
C) Include a dedicated step pointing to the mashup in one of the phases of the case type.
D) Define a custom screen for the mashup.
E) Use the web page URL of the external solution for extracting input parameters in the mashup.

5. 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) Create a case routing rule.
C) Assign the team responsible for handling cases.
D) Set up a rule to route the e-mail to the tenant's technical e-mail address.

Solutions: