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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q74-Q79):
NEW QUESTION # 74
You have configured the Service Level Agreements and their determination rules, but they are not derived in the case. Which of the following could be a reason for this? Note: There are 2 correct answers to this question.
- A. Service Level Agreements are not activated as a service.
- B. The determination rules have been configured but not activated.
- C. Service Level Agreements are not configured in fine-tuning.
- D. A workflow rule was not scheduled to trigger the determination.
Answer: A,C
NEW QUESTION # 75
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. Log in with initial user
- B. Assign employee to organizational units
- C. Create business role
- D. Create organizational structure
Answer: C,D
Explanation:
To set up SAP Service Cloud Version 2, the following steps are mandatory:
* Create Organizational Structure (D): Defining the organizational hierarchy (e.g., departments, teams) is foundational for structuring service processes, agent assignments, and access control.
* Create Business Role (B): Business roles determine user permissions and access to specific functionalities. This ensures compliance with security policies and role-based access control (RBAC).
Why other options are incorrect:
* A. Assign employee to organizational units: While necessary for user management, this step occurs after creating the organizational structure (D) and business roles (B).
* C. Log in with initial user: Though required to access the system, it is a prerequisite for configuration, not a "setup step" itself.
References:
* SAP Service Cloud Administration Guide: "Organizational Management" and "Business Role Configuration".
* SAP Learning Hub: "Initial Setup Tasks for SAP Service Cloud."
NEW QUESTION # 76
You want to assign employees to multiple organizational units. Which action needs to be performed to achieve this?
- A. Assign employees directly to different organizational objects.
- B. Assign the employee at company level.
- C. Acquire an additional license for the required add-on.
- D. Enable the Primary flag in the organization unit.
Answer: A
Explanation:
To assign employees to multiple organizational units, you need to assign them directly to different organizational objects. This can be done by creating positions that incorporate the organizational units and then assigning the employees to those positions. The Primary flag in the organization unit is used to indicate the main organizational unit for an employee or a manager, but it does not prevent them from being assigned to other organizational units. Acquiring an additional license for the required add-on is not relevant for this scenario. Assigning the employee at company level is not sufficient to assign them to multiple organizational units, as the company level is the root of the organizational structure and does not reflect the specific functions or teams of the employees. References = Setting Up a Service Organization, Create an Org Unit
NEW QUESTION # 77
You are rolling out SAP Service Cloud Version 2 to multiple countries. Which of the following must be completed for each different country? Note: There are 2 correct answers to this question.
- A. Maintain organizational units
- B. Select country theme
- C. Enable country/region
- D. Maintain exchange rate
Answer: C,D
Explanation:
For multi-country rollouts:
* Enable Country/Region (A): Required to activate locale-specific settings (e.g., formats, legal requirements).
* Maintain Exchange Rate (B): Essential for financial transactions in local currencies.
Why other options are incorrect:
* C. Maintain Organizational Units: Can be global or reused across countries.
* D. Select Country Theme: Optional for UI customization, not mandatory.
References:
* SAP Implementation Guide: "Multi-Country Configuration".
NEW QUESTION # 78
What can the categories in the service catalog be used for? Note: There are 3 correct answers to this question.
- A. Service level determination
- B. Case responsibility determination
- C. A filter option for the case summary
- D. To control validity of the service catalog
- E. Business role assignment
Answer: A,B,C
Explanation:
The categories in the service catalog can be used for service level determination, a filter option for the case summary, and case responsibility determination. Service level determination is the process of assigning a service level agreement (SLA) to a case based on the category and other attributes. A filter option for the case summary allows the user to view cases by category or subcategory. Case responsibility determination is the process of assigning a case to a service agent or a service team based on the category and other criteria. References = Configuring Categories, Creating the Statuses for Cases, Service Categorization with Machine Learning
NEW QUESTION # 79
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