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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q18-Q23):

NEW QUESTION # 18
For which objects can you utilize categories in service catalogs? Note: There are 2 correct answers to this question.

• A. Phone calls
• B. Cases
• C. Tasks
• D. Registered products

Answer: B,D

Explanation:
In SAP Service Cloud Version 2, you use categories to capture and organize the services that your company wants to offer to create a hierarchical structure called a catalog. SAP Service Cloud Version 2 also uses the service categories that you create as attributes for Cases and Registered Products, meaning that you can have the system automatically match and direct incoming service requests (Cases) to the specific services in your catalog and supporting service teams. You can also maintain the service category determinations of Cases and Registered Products currently in process. References = Configuring Categories, Solution Guide for SAP Service Cloud Version 2

 

NEW QUESTION # 19
WWhich of the following are mandatory to maintain when you want to create a new business user?
Note: There are 2 correct answers to this question.

• A. Organization
• B. E-mail
• C. Business role
• D. Employee

Answer: C

 

NEW QUESTION # 20
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

• A. Create accounts and contacts.
• B. Assign products to existing accounts.
• C. Use a mashup to execute transactions in other SAP solutions.
• D. Create installed bases.

Answer: C,D

 

NEW QUESTION # 21
Which of the following objects can be displayed in the Entities facet of the Customer Hub screen?
Note: There are 2 correct answers to this question.

• A. Registered products
• B. Service orders
• C. Cases
• D. Maintenance plan

Answer: B,C

Explanation:
The Entities facet in the Customer Hub displays transactional objects linked to the customer:
* Service orders (B): Track service delivery or repairs.
* Cases (C): Record customer issues and resolutions.
* Maintenance plans (A) and registered products (D) appear in other facets (e.g., Assets).
References:
* SAP Help Portal: Customer Hub Entities Facet
* SAP Documentation: Entities Facet Configuration

 

NEW QUESTION # 22
Which of the following objects can be displayed in the Entities facet of the Customer Hub screen?
Note: There are 2 correct answers to this question.

• A. Service orders
• B. Cases
• C. Maintenance plan
• D. Registered products

Answer: B,D

Explanation:
The Entities facet of the Customer Hub screen can display the following objects: Cases, Registered Products, Installed Bases, and Service Contracts. These objects are related to the customer and can provide useful information for service agents. Cases are requests for support that contain details about the customer issue and the resolution process. Registered Products are items that the customer has purchased or registered with the company. Installed Bases are collections of registered products that are installed at a specific location. Service Contracts are agreements that define the terms and conditions of the service delivery for the customer. References = Creating a Case Type, Explaining the Support for the Customer Service Process

 

NEW QUESTION # 23
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