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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q24-Q29):
NEW QUESTION # 24
What basic steps are required to create the warranties as described?
- A. Copy an existing Warranty to a new Individual Customer, alter the conditions and then save.
- B. Create a Registered Product for a Customer Account. Maintain the Warranty field and then save.
- C. Warranties are automatically generated when a Registered Product is created.
- D. Create a Registered Product for an organization. Maintain the Warranty field and then save.
Answer: C
NEW QUESTION # 25
Which objects can you assign when you create a user? Note: There are 2 correct answers to this question.
- A. Business role
- B. User profile
- C. Security policy
- D. Employee role
Answer: A,C
NEW QUESTION # 26
Which element can be used to restrict access to views?
- A. Business roles
- B. Service levels
- C. Field extensions
- D. Code list restrictions
Answer: A
NEW QUESTION # 27
What is the only way to change an active case type?
- A. Use the Draft status.
- B. It is not possible to change an existing case type.
- C. Perform the Create New Version action.
- D. Copy an existing case type.
Answer: C
Explanation:
In SAP Service Cloud Version 2, once a case type is active, it cannot be directly modified. The only way to change an active case type is to perform the Create New Version action. This action creates a new version of the case type, allowing administrators to make changes while preserving the original. According to SAP documentation, "To modify an active case type, you must create a new version using the Create New Version action, as direct changes to active case types are not permitted." It is not possible to change an existing case type (A) is incorrect, as creating a new version is allowed. Using the Draft status (B) applies to new case types, not active ones. Copying an existing case type (C) creates a separate case type, not a modification of the active one.
Reference:
SAP Help Portal: Case Type Configuration in SAP Service Cloud V2
SAP Learning: Managing Case Types
NEW QUESTION # 28
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. Configure the relevant integration flow.
- B. Purchase a license.
- C. Set up knowledge base articles in SAP Service Cloud Version 2.
- D. Integrate a knowledge base.
Answer: C,D
Explanation:
To give service agents access to knowledge base articles in SAP Service Cloud V2, administrators must set up knowledge base articles within the system to create and manage content. Additionally, integrating a knowledge base (e.g., with SAP Knowledge Management or a third-party solution) is required to make articles accessible. According to SAP documentation, "Setting up knowledge base articles and integrating a knowledge base are key steps to enable agent access." Purchasing a license (C) may be necessary for third-party solutions but is not a configuration step. Configuring the relevant integration flow (D) is part of integration but not always mandatory, depending on the knowledge base solution.
Reference:
SAP Help Portal: Knowledge Base Configuration in SAP Service Cloud V2
SAP Community: Knowledge Management Setup
NEW QUESTION # 29
......
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