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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q37-Q42):

NEW QUESTION # 37
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 3 correct answers to this question.

A. Create an interaction log.
B. Create installed bases.
C. Display confirmed entities.
D. Create a service catalog.
E. Assign products to existing accounts.

Answer: A,B,C

NEW QUESTION # 38
What steps must the administrator perform to give service agents access to knowledge base articles? Note: There are 2 correct answers to this question.

A. Set up knowledge base articles in SAP Service Cloud Version 2.
B. Configure the relevant integration flow.
C. Obtain API token credentials from the knowledge base provider.
D. Maintain the knowledge base provider settings in SAP Service Cloud Version 2.

Answer: C,D

NEW QUESTION # 39
Which of the following master data entities are included in the out-of-the-box package for integration between SAP Service Cloud Version 2 and SAP S/4HANA? Note: There are 2 correct answers to this question.

A. Contacts
B. Maintenance Plan
C. Account Groups
D. Equipment

Answer: A,D

Explanation:
The out-of-the-box integration package between SAP Service Cloud V2 and SAP S/4HANA includes master data entities such as Contacts and Equipment. Contacts are synchronized to manage customer relationships, while Equipment is integrated to support asset and service management processes. According to SAP documentation, "Standard integration includes master data like Contacts and Equipment to enable seamless service processes between SAP Service Cloud V2 and SAP S/4HANA." Account Groups (C) are not part of the standard master data integration. Maintenance Plan (D) is specific to SAP S/4HANA Asset Management and not included in the out-of-the-box integration for Service Cloud V2.
Reference:
SAP Help Portal: Integration with SAP S/4HANA in SAP Service Cloud V2
SAP Community: Master Data Integration for Service Cloud

NEW QUESTION # 40
Which objects are determined when you are using case routing in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Service category
B. Service team
C. Employee
D. Account

Answer: B,C

NEW QUESTION # 41
Which object is mandatory to configure a case routing rule to a team?

A. Party Role
B. Case Type
C. Case Designer Step Assignment
D. Employee

Answer: B

Explanation:
To configure a case routing rule to a team in SAP Service Cloud V2, the Case Type is mandatory. Case Type defines the category and process flow of the case, serving as a primary condition for routing rules. According to SAP documentation, "The Routing rules for Cases are maintained in SAP Service Cloud Version 2 by administrators in the following path: Settings → Cases → Case Routing to Team → Case Routing to Employees," and Case Type is a key attribute used to determine routing conditions.
Party Role (A) is optional and used for specific scenarios. Employee (B) is the target of routing, not a mandatory object for configuration. Case Designer Step Assignment (C) is part of the case designer but not required for team routing rules.
Reference:
SAP Learning: Configuring Case Routing Rules learning.sap.com
SAP Help Portal: Case Routing Configuration

NEW QUESTION # 42
......

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Lou Hunt Lou Hunt

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