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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q51-Q56):
NEW QUESTION # 51
Which of the following actions can a service agent perform in the Customer Hub in Agent Desktop?
Note: There are 3 correct answers to this question.
- A. Launch a customer survey
- B. Edit customer details
- C. Access interactions and notes in the timeline tab
- D. View customer details
- E. Create a new e-mail message or a new case from the What Would You like to do? area
Answer: C,D,E
Explanation:
In the Customer Hub, agents can:
* View customer details (D): Basic information, account hierarchy, etc.
* Create emails/cases via What Would You Like to Do? (B): Quick actions for customer engagement.
* Access interactions/notes in the timeline (E): Historical records of calls, cases, and notes.
* Editing customer details (A) requires specific permissions and is not universally allowed.
* Launching surveys (C) is typically managed via separate processes, not directly in the Customer Hub.
References:
* SAP Help Portal: Customer Hub Agent Actions
* SAP Documentation: Agent Desktop Capabilities
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NEW QUESTION # 52
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.
- A. Installed base
- B. Customer
- C. Contract
- D. Product
Answer: B,D
Explanation:
To create a registered product in SAP Service Cloud Version 2, you need the following objects:
* Product: This is the generic definition of the product that you want to register. It contains the basic information such as the name, description, category, and price of the product. You can create products in the Products work center, under the Products view.
* Customer: This is the individual or organization that owns the registered product. It can be either an account or an individual customer. You can create customers in the Customers work center, under the Accounts or Individual Customers view.
The other objects are not mandatory for creating a registered product, but they can be used to provide additional information or functionality. For example:
* Installed base: This is a collection of registered products that belong to the same customer and are located at the same site. It can be used to group and manage related registered products more easily.
You can create installed bases in the Installed Base work center, under the Installed Base view.
* Contract: This is an agreement between the customer and the service provider that defines the terms and conditions of the service delivery. It can be used to determine the service entitlements and pricing for the registered product. You can create contracts in the Contracts work center, under the Contracts view.
References =
* Creating a Registered Product - SAP Learning, slide 3-4
* Solution Guide for SAP Service Cloud Version 2, page 31-32
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NEW QUESTION # 53
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.
- A. Installed base
- B. Case type
- C. Subject
- D. Status
Answer: B,C
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NEW QUESTION # 54
Which elements can be used to determine the reaction time in Service Level Agreements? Note:
There are 2 correct answers to this question.
- A. Priority
- B. Case types
- C. Maintenance plan
- D. Sales contract
Answer: A,B
Explanation:
In determining the reaction time for Service Level Agreements (SLAs) within SAP Service Cloud Version 2,
"Priority" and "Case types" are key elements. The priority assigned to a case can directly influence the reaction time, with higher priority cases typically requiring faster response times. Case types also play a crucial role, as different types of cases may have varying levels of urgency and complexity, which can affect the expected reaction time. These elements help in setting appropriate response expectations and ensuring that cases are handled according to their significance and requirements.
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NEW QUESTION # 55
Which milestone can you use for service levels?
- A. Created-on date
- B. Warranty validity
- C. Initial review date
- D. Status
Answer: C
Explanation:
For service levels in SAP Service Cloud Version 2, the "Initial review date" is a significant milestone that can be used to track and manage service commitments. This milestone marks the scheduled date for an initial evaluation or review of the service provided, ensuring that service level agreements (SLAs) are being met and that any issues are identified and addressed in a timely manner. This helps in maintaining high service standards and customer satisfaction.
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NEW QUESTION # 56
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