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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q41-Q46):

NEW QUESTION # 41
You have created and activated a new case type, but you forgot to assign a service catalog to it. How can you assign a service catalog to your new case type?

A. Execute the Create New Version action from the existing Case Type, then enter the Service Catalog and activate the new version.
B. Delete the Case Type and create a new Case Type with the required Service Catalog assigned to it.
C. It is not possible to change an existing Case Type, so deactivate it and create a new one.
D. Deactivate the Case Type, assign the Service Catalog, save, and activate it again.

Answer: A

NEW QUESTION # 42
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. Maintenance plan
C. Operating hours
D. Working calendar

Answer: C,D

Explanation:
The due dates defined in Service Level Agreements are calculated based on the following elements:
Working calendar: This is a calendar that defines the working days and hours for a specific country or region. It also includes the public holidays and other non-working days for that location. The working calendar is used to determine the actual duration of a service level objective, excluding the non-working time12.
Operating hours: This is a time interval that defines the availability of a service team or an individual employee. It specifies the start and end time of the working hours for each dayof the week. The operating hours are used to determine the actual response time of a service level objective, excluding the time when the service team or employee is not available3 .
The service contract and the maintenance plan are not elements that are used to calculate the due dates defined in Service Level Agreements. The service contract is an agreement between a service provider and a customer that defines the scope, terms, and conditions of the service delivery. The maintenance plan is a schedule that defines the frequency and type of maintenance activities for an installed base object.
References = 1: Working Calendar - SAP Online Help, 2: Configuring a Service Level Agreement - SAP Learning, 3: Operating Hours - SAP Online Help, : [Using Service Level Agreements - SAP Learning], :
[Service Contract - SAP Online Help], : [Maintenance Plan - SAP Online Help]

NEW QUESTION # 43
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.

A. Customer
B. Product
C. Contract
D. Installed base

Answer: A,B

Explanation:
To create a registered product in SAP Service Cloud Version 2, you need the following objects:
* Product: This is the generic definition of the product that you want to register. It contains the basic information such as the name, description, category, and price of the product. You can create products in the Products work center, under the Products view.
* Customer: This is the individual or organization that owns the registered product. It can be either an account or an individual customer. You can create customers in the Customers work center, under the Accounts or Individual Customers view.
The other objects are not mandatory for creating a registered product, but they can be used to provide additional information or functionality. For example:
* Installed base: This is a collection of registered products that belong to the same customer and are located at the same site. It can be used to group and manage related registered products more easily.
You can create installed bases in the Installed Base work center, under the Installed Base view.
* Contract: This is an agreement between the customer and the service provider that defines the terms and conditions of the service delivery. It can be used to determine the service entitlements and pricing for the registered product. You can create contracts in the Contracts work center, under the Contracts view.
References =
* Creating a Registered Product - SAP Learning, slide 3-4
* Solution Guide for SAP Service Cloud Version 2, page 31-32

NEW QUESTION # 44
Which of the following actions can a Service Agent execute from the case "More Action" button? Note: There are 3 correct answers to this question.

A. Handover
B. Mark as unread
C. Summary
D. Delete
E. Escalate

Answer: B,C,E

NEW QUESTION # 45
You want to assign a value to a specific field based on another field value calculation. Which of the Can you create the following to enable the field calculation?

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

Answer: B

NEW QUESTION # 46
......

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SAP C-C4H56I-34 Real Braindumps, C-C4H56I-34 Exam Collection

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q41-Q46):

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