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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q12-Q17):
NEW QUESTION # 12
Which of the following standard charts are available in the All Cases worklist? Note: There are 3 correct answers to this question.
Answer: A,B,E
Explanation:
In the All Cases worklist app, the following standard charts for cases are available:
Cases by Source/Channel: This chart shows the distribution of cases by the source or channel from which they were created, such as email, phone, web, or chat. You can use this chart to analyze the preferred communication methods of your customers and the workload of your service agents.
Cases by Priority: This chart shows the distribution of cases by the priority level that was assigned to them, such as low, medium, high, or urgent. You can use this chart to monitor the urgency and importance of your cases and prioritize your service actions accordingly.
Cases by Category: This chart shows the distribution of cases by the category that was assigned to them, such as product, service, or complaint. You can use this chart to identify the main types of issues or requests that your customers have and improve your service quality and efficiency. References = Creating the Statuses for Cases; All Cases Worklist
NEW QUESTION # 13
Which elements are used to calculate the due dates defined in Service Level Agreements? Note:There are 2 correct answers to this question.
Answer: B,C
NEW QUESTION # 14
Which user types are available within SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
Answer: A,C
Explanation:
Within SAP Service Cloud Version 2, the available user types include "Business" and "Technical" users.
Business users typically interact with the system through its front-end functionalities, focusing on tasks such as sales, service, and customer engagement. Technical users, on the other hand, are involved with the back-end aspects of the system, dealing with configuration, customization, and system administration tasks to ensure that the SAP Service Cloud operates smoothly and meets the organization's needs.
NEW QUESTION # 15
What functionality can you use to grant user access to an SAP S/4HANA transaction in SAP Service Cloud Version 2 as an administrator? Note: There are 2 correct answers to this question.
Answer: B,C
Explanation:
You can use mashups and actions to grant user access to an SAP S/4HANA transaction in SAP Service Cloud Version 2 as an administrator. Mashups are web-based applications that combine data or functionality from different sources, such as SAP S/4HANA. Actions are predefined or custom operations that can be executed on business objects, such as opening an SAP S/4HANA transaction. To enable user access to an SAP S
/4HANA transaction, you need to create a mashup for the transaction URL and configure the relevant action to call the mashup. References = SAP Service Cloud Version 2 | SAP Help Portal, SAP Service Cloud Version 2 Integration Guides for SAP S/4HANA, SAP Service Cloud Version 2 Mashups, SAP Service Cloud Version 2 Actions
NEW QUESTION # 16
Which of the following are required to grant business user access? Note: There are 2 correct answers to this question.
Answer: A,B
NEW QUESTION # 17
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