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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q38-Q43):

NEW QUESTION # 38
Which user types are available within SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Business
B. Technical
C. Development
D. Administration

Answer: A,B

NEW QUESTION # 39
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note:
There are 2 correct answers to this question.

A. Obtain API token credentials from the CTI provider.
B. Add a mashup service in Agent Desktop.
C. Add the phone channel to the live interaction widget.
D. Integrate with a third-party Computer Telephony Integrator (CTI) provider.

Answer: A,D

Explanation:
Option A is correct because the administrator must obtain API token credentials from the CTI provider in order to configure the phone integration in Agent Desktop1.
Option D is correct because the administrator must integrate with a third-party CTI provider in order to enable the phone channel in Agent Desktop2. SAP Service Cloud Version 2 doesnot have native CTI, so a CTI widget adapter is used to connect the CTI provider with the Agent Desktop3.
Option B is incorrect because the administrator does not need to add a mashup service in Agent Desktop to enable the phone channel. A mashup service is used to integrate external applications or web pages into the Agent Desktop, but it is not required for the phone channel.
Option C is incorrect because the administrator does not need to add the phone channel to the live interaction widget to enable the phone channel. The live interaction widget is used to display the incoming and ongoing interactions from various channels, but it does not control the activation of the phone channel. References = Configuring Phone - SAP Learning SAP Service Cloud Version 2 Integration - Sinch Agent Console Add-On for SAP Service Cloud - SAP Online Help
[Mashup Services - SAP Online Help]
[Live Interaction Widget - SAP Online Help]
Enabling the phone channel in Agent Desktop within SAP Service Cloud Version 2 requires integration with external telephony solutions to facilitate voice communication capabilities. This integration is achieved through collaboration with a Computer Telephony Integration (CTI) provider. The essential steps involve obtaining API token credentials from the chosen CTI provider, which are necessary for authenticating and establishing a secure connection between the SAP Service Cloud and the telephony system. Additionally, the integration process involves configuring the necessary settings and parameters within the Agent Desktop to ensure seamless communication flow and functionality, leveraging the capabilities and services offered by the CTI provider

NEW QUESTION # 40
Where can you find existing cases in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. In the cases settings view
B. In the case worklist by choosing the Case app from the menu
C. In the product page
D. In the My Cases Summary card available in the home page

Answer: B,D

NEW QUESTION # 41
You want to assign a value to a specific field based on another field value calculation. Which of the following can you create to enable the field calculation?

A. A determination
B. A page layout
C. A workflow
D. An autoflow

Answer: A

Explanation:
A determination is a rule that assigns a value to a field based on the value of another field or a calculation. For example, you can create a determination that sets the priority of a case based on the urgency and impact fields.
A page layout, a workflow, and an autoflow are not used for field calculations. References = [Solution Guide for SAP Service Cloud Version 2 - SAP Online Help], [SAP Service Cloud Version 2 Feature Scope]

NEW QUESTION # 42
Which elements can be used to determine the reaction time in Service Level Agreements? Note:
There are 2 correct answers to this question.

A. Priority
B. Case types
C. Sales contract
D. Maintenance plan

Answer: A,B

Explanation:
In determining the reaction time for Service Level Agreements (SLAs) within SAP Service Cloud Version 2,
"Priority" and "Case types" are key elements. The priority assigned to a case can directly influence the reaction time, with higher priority cases typically requiring faster response times. Case types also play a crucial role, as different types of cases may have varying levels of urgency and complexity, which can affect the expected reaction time. These elements help in setting appropriate response expectations and ensuring that cases are handled according to their significance and requirements.

NEW QUESTION # 43
......

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