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NEW QUESTION # 38
Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
Answer: A,B
Explanation:
The following configuration activities are part of SAP Service Cloud Version 2:
Maintain case types: You can maintain case types to define the different categories of cases that you handle in your service organization. You can specify the name, description, priority, status, and other attributes for each case type. You can also assign case types to service categories and service levels.
Set up Agent Desktop: You can set up Agent Desktop to customize the user interface and the functionality of the solution. You can configure the layout, the navigation, the cards, the widgets, the actions, the timeline, the quick create, and the search options for the Agent Desktop. References = Configuring Case Types, section Maintain Case Types; Configuring Agent Desktop, section Set Up Agent Desktop.
Configuration activities in SAP Service Cloud Version 2 include a range of tasks designed to tailor the system to specific business processes and requirements. "Maintaining case types" is a critical activity that involves defining and configuring the different categories of customer inquiries and issues that can be logged in the system. This configuration is essential for organizing, tracking, and managing cases efficiently. Another important configuration activity is "Setting up Agent Desktop," which involves customizing the user interface and functionalities available to service agents. This setup is crucial for ensuring that agents have access to the necessary tools, information, and workflows to effectively resolve customer cases.
NEW QUESTION # 39
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.
Answer: B,D
Explanation:
When creating a case, mandatory attributes include:
* Case type (D): Defines the process, fields, and workflows for the case.
* Subject (C): A brief description of the case's purpose.
* Status (B) is typically auto-populated (e.g., "Open") but can be configured as mandatory.
* Installed base (A) is optional unless tied to specific service scenarios.
References:
* SAP Help Portal: Case Management Configuration
* SAP Documentation: Mandatory Case Attributes
NEW QUESTION # 40
Which of the following parameters can be maintained by the administrator when configuring a new e-mail channel? Note: There are 3 correct answers to this question.
Answer: A,B,E
NEW QUESTION # 41
Which services can be added to a business role? Note: There are 2 correct answers to this question.
Answer: A,D
Explanation:
In SAP Service Cloud Version 2, "Installed Base" and "Measurements" are two of the services that can be added to a business role. The Installed Base service allows for the management and tracking of a customer's installed products or equipment, enabling service agents to have a comprehensive view of the customer's assets for better service and support. The Measurements service, on the other hand, enables the tracking and recording of various metrics or performance indicators related to the installed base or service processes. This service is crucial for monitoring performance, ensuring quality, and making informed decisions based on empirical data.
NEW QUESTION # 42
What functionality can be enabled to assist agents with case resolution?
Answer: C
NEW QUESTION # 43
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