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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q71-Q76):
NEW QUESTION # 71
What options are available to automatically assign an employee or team to a case? Note: There are 2 correct answers to this question.
Answer: A,B
NEW QUESTION # 72
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.
Answer: A,B
Explanation:
End users can access the Customer Hub screen in Agent Desktop in two ways: manually by performing a customer identification via Agent Desktop, or automatically when an incoming phone call from a known customer is accepted. The Customer Hub screen provides a comprehensive view of the customer's profile, interactions, cases, and registered products. It also allows end users to create new cases, tasks, or activities for the customer. To access the Customer Hub screen manually, end users need to enter the customer's phone number, email, or name in the search field and select the customer from the search results. To access the Customer Hub screen automatically, end users need to enable the automatic customer identification feature in the Agent Desktop settings. This feature will display the Customer Hub screen for the incoming phone call if the caller's phone number matches a customer record in the system. References = Solution Guide for SAP Service Cloud Version 2, section "Agent Desktop" and "Customer Hub"
NEW QUESTION # 73
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.
Answer: C,D
NEW QUESTION # 74
Which of the following objects can be replicated from SAP Service Cloud Version 2 to SAP S/4HANA?
Note: There are 2 correct answers to this question.
Answer: A,D
Explanation:
According to the SAP Service Cloud Version 2 for Utilities Integration with SAP S/4HANA document, the following objects can be replicated from SAP Service Cloud Version 2 to SAP S/4HANA: Business Partner (Customer - bi-directional), Equipment (bi-directional), Registered Product (bi-directional), Contact (bi- directional), and Service Order (bi-directional). Therefore, the correct answers are A and B, as registered products and contacts are among the objects that can be replicated. References = SAP Service Cloud Version
2 for Utilities Integration with SAP S/4HANA
NEW QUESTION # 75
What steps must the administrator perform to give service agents access to knowledge base articles? Note: There are 2 correct answers to this question.
Answer: C,D
NEW QUESTION # 76
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