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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q48-Q53):

NEW QUESTION # 48
Which of the following steps are required to set up SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Create business roles
B. Create an organizational structure
C. Log in with an initial user
D. Assign employees to organizational units

Answer: A,B

NEW QUESTION # 49
What steps are required to convert incoming emails into cases? Note: There are 2 correct answers to this question.

A. Create and activate a case type.
B. Create an email channel for the object type Cases and enter the default case type to be used.
C. Define the default email template for incoming enquiries.
D. Enable the email channel within the CTI configuration.

Answer: A,B

Explanation:
To convert incoming emails into cases in SAP Service Cloud V2, administrators must create an email channel for the object type Cases and enter the default case type to be used, which defines how emails are mapped to cases. Additionally, creating and activating a case type is required to ensure the system recognizes the case structure for email conversions. According to SAP documentation, "Setting up an email channel for Cases and activating a case type are mandatory steps for email-to-case functionality." Enabling the email channel within CTI configuration (A) is incorrect, as email channels are separate from CTI. Defining the default email template (C) is optional for outbound responses, not inbound conversions.
Reference:
SAP Help Portal: Email-to-Case Configuration in SAP Service Cloud V2
SAP Community: Email Channel Setup

NEW QUESTION # 50
Which element can you use in autoflows?

A. Appointment
B. Service Contract
C. Mashup
D. Service Level

Answer: D

NEW QUESTION # 51
Which elements are used to calculate the due dates defined in Service Level Agreements? Note: There are 2 correct answers to this question.

A. Service contract
B. Working calendar
C. Operating hours
D. Maintenance plan

Answer: B,C

NEW QUESTION # 52
Which element can be used to restrict access to views?

A. Determination rules
B. Business roles
C. Field attributes
D. Code list restrictions

Answer: B

Explanation:
Access to views in SAP Service Cloud V2 is restricted using business roles. Business roles define the permissions and access rights for users, including which views (e.g., case lists, account details) they can access. According to SAP documentation, "Business roles are used to control access to specific views and objects, ensuring users only see relevant data." Determination rules (B) are used for field value calculations, not view access. Code list restrictions (C) limit dropdown values, not views. Field attributes (D) control field properties, not view-level access.
Reference:
SAP Help Portal: Business Role Configuration in SAP Service Cloud V2
SAP Learning: Access Management

NEW QUESTION # 53
......

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