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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q72-Q77):
NEW QUESTION # 72
Which categories can you use when creating a service catalog in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
Answer: A,D
NEW QUESTION # 73
You cannot access cases in SAP Service Cloud Version 2. What could be the reason?
Answer: C
NEW QUESTION # 74
Which actions could you take to control the reaction times of a case? Note: There are 3 correct answers to this question.
Answer: A,B,D
Explanation:
To control the reaction times of a case, you could take the following actions:
Change the priority: The priority of a case determines the urgency and importance of resolving it. By changing the priority, you can affect the due date, next response date, and completion date of the case, as well as the visibility and notification of the case. For example, you can increase the priority of a case if the customer issue is critical or time-sensitive, or decrease the priority if the issue is minor or low-impact.
Adjust the SLA: The SLA (Service Level Agreement) of a case defines the initial response and completion due time and date for the resolution of issues, based on the service level objectives (SLOs) agreed with the customer. By adjusting the SLA, you can modify the expected reaction times of the case, as well as the consequences of missing the deadlines. For example, you can extend the SLA of a case if the issue is complex or requires more investigation, or shorten the SLA if the issue is simple or urgent.
Escalate the case: Escalating a case means raising the attention and priority of the case to a higher level of authority or responsibility. By escalating a case, you can involve more senior or specialized agents, managers, or experts to handle the case, as well as notify the customer and other stakeholders of the escalation. For example, you can escalate a case if the issue is beyond your scope or expertise, or if the customer is dissatisfied or angry.
References = Configuring a Service Level Agreement, Configuring Case Routing Rules, SAP Service Cloud Version 2 Feature Scope
NEW QUESTION # 75
Which of the following services can be activated in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
Answer: A,D
Explanation:
Activable services in SAP Service Cloud include:
* Agent Desktop (B): The primary interface for agents to manage cases, communications, and customer data.
* Live Activity Configuration (A): Enables real-time customer interaction features (e.g., chat, co- browsing).
Why other options are incorrect:
* C. Initial User: Part of system setup, not a "service."
* D. Templates: Predefined configurations, not activable services.
References:
* SAP Service Cloud Administration Guide: "Activating Standard Services".
* SAP Launchpad: "Service Activation for Agent Desktop and Live Features."
NEW QUESTION # 76
What options are available to automatically assign an employee or team to a case? Note: There are 2 correct answers to this question.
Answer: B,C
NEW QUESTION # 77
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