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| Topic |
Details |
| Topic 1 |
- Service Elements: SAP Consultants delve into configuring service level agreements (SLAs) to uphold service delivery standards, establishing workflows with approval mechanisms, and implementing feedback tools for customer satisfaction. These elements ensure structured and customer-focused service operations.
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| Topic 2 |
- Communication Channels: SAP Consultants learn about configuring multiple communication channels such as email, chat, and phone, integrating CTI systems for enhanced communication efficiency, and monitoring channel performance. This ensures effective customer interaction and channel optimization.
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| Topic 3 |
- User Management: Here, SAP Consultants explore the mechanisms of controlling access within the system through role-based permissions and onboarding processes for new users. Audit logging techniques are also covered here.
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| Topic 4 |
- Cases: This topic equips SAP Consultants with the processes for handling customer cases, including creation, updates, and resolution. Techniques for routing cases to suitable agents and setting up escalation rules are highlighted, ensuring efficient case management and escalation handling for superior customer service.
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| Topic 5 |
- Master Data: This topic familiarizes SAP Consultants with essential processes for managing master data, including customer data creation, maintenance, and archival. It also delves into managing service offerings and product data to align with business needs. Data migration strategies are explained, ensuring the successful import of existing records into SAP Service Cloud while maintaining data integrity.
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| Topic 6 |
- Basic Setup: In this topic, SAP Consultants gain insights into establishing the foundation of the SAP Service Cloud environment. It encompasses configuring integration settings with SAP and non-SAP systems, enabling seamless connectivity, and customizing the user interface for usability and branding.
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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q39-Q44):
NEW QUESTION # 39
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. Sales contract
- C. Case types
- D. Maintenance plan
Answer: A,C
NEW QUESTION # 40
What options are available to automatically assign an employee or team to a case? Note: There are 2 correct answers to this question.
- A. Define case types and assign responsible teams and employees.
- B. Set up rule(s) for case routing to employees.
- C. Set up rule(s) for case routing to teams.
- D. Set up rules with BRF+.
Answer: B,C
Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, you can use the following options to automatically assign an employee or team to a case:
Set up rule(s) for case routing to employees. You can configure case routing rules to assign cases to specific employees based on various attributes of the case, such as subject, priority, channel, or category. You can also use master data such as account, contact, product, or organization as attributes for case routing rules. You can maintain case routing rules for employees in the Settings > Cases > Case Routing to Employees view.
Set up rule(s) for case routing to teams. You can also configure case routing rules to assign cases to teams based on the same attributes as for employees. You can maintain case routing rules for teams in the Settings > Cases > Case Routing to Team view.
The other options are not correct because:
Define case types and assign responsible teams and employees. You can define case types to model different types of service workflows based on your business processes. You can add phases, steps, approvals, and automated flows to each case type. However, defining case types and assigning responsible teams and employees does not automatically assign an employee or team to a case. You still need to set up case routing rules to do that.
Set up rules with BRF+. BRF+ is a tool that allows you to create and maintain business rules in a graphical user interface. You can use BRF+ to define complex rules for various scenarios, such as pricing, output management, or workflow. However, BRF+ is not used to automatically assign an employee or team to a case in SAP Service Cloud Version 2. You need to use case routing rules for that purpose. References = Configuring Case Routing Rules, Creating a Case Type, Business Rule Framework plus (BRFplus)
NEW QUESTION # 41
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.
- A. Subject
- B. Installed base
- C. Status
- D. Case type
Answer: A,C
Explanation:
When creating a case, you need to enter the mandatory attributes that are marked with an asterisk (*) in the user interface. These attributes are status and subject. Status indicates the current state of the case, such as new, in process, or completed. Subject is a brief description of the case that helps to identify and categorize it.
Installed base and case type are optional attributes that you can use to provide more information about the case, such as the customer's assets or the nature of the service request. References = Solution Guide for SAP Service Cloud Version 2, section "Cases"
NEW QUESTION # 42
Which of the following apply when accessing a new SAP Service Cloud Version 2 tenant? Note: There are 2 correct answers to this question.
- A. The business settings will need to be activated for the tenant.
- B. The customer will need to provision new tenants through SAP for Me.
- C. Any test tenant needs to be purchased separately.
- D. The administrator must create an initial user in order to log in to the tenant for the first time.
Answer: A,B
Explanation:
* Option C is correct because the customer will need to provision new tenants through SAP for Me, which is a self-service portal that provides access to SAP products, services, and support12.
* Option D is correct because the business settings will need to be activated for the tenant, which enables the tenant to use the features and functions of SAP Service Cloud Version 23.
* Option A is incorrect because the administrator does not need to create an initial user in order to log in to the tenant for the first time. The initial user is created automatically by SAP and the credentials are sent to the customer via email3.
* Option B is incorrect because any test tenant does not need to be purchased separately. The customer can choose to purchase a test tenant along with the production tenant, or request a test tenant later through SAP for Me2. References =
* Defining the Scope - SAP Learning
* Solution Guide for SAP Service Cloud Version 2
* Version 2 Onboarding Guide for SAP Service Cloud
* Set Up Guide for SAP Service Cloud Version 2 - SAP Online Help
NEW QUESTION # 43
Which of the following describe how access restrictions are governed in SAP Service Cloud Version2?
- A. If the access rights are contradictory, the system automatically grants no access.
- B. Unrestricted access rights override any restrictions you have defined.
- C. Restricted access rights override any unrestricted access you have defined.
- D. You can decide if access rights override any restrictions you have defined.
Answer: D
NEW QUESTION # 44
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