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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q35-Q40):

NEW QUESTION # 35
Which of the following options is correct in the configuration, if you want to assign an escalated case with priority urgent to a team? Note: Scroll down to view all possible answer options.

A. Option A
B. Option D
C. Option B
D. Option C

Answer: C

NEW QUESTION # 36
You want to use CTI with automatic creation of interaction logs within the Agent Desktop. Which of the following activation steps are mandatory? Note: There are 2 correct answers to this question.

A. Enable Microsoft Teams Integration for Activities
B. Maintain Provider ID
C. Enable Activity Creation
D. Maintain mapping table for CTI and SAP Service Cloud Solution

Answer: B,C

Explanation:
To enable CTI (Computer Telephony Integration) with automatic creation of interaction logs in the Agent Desktop, administrators must Enable Activity Creation to ensure interactions (e.g., calls) are logged automatically. Additionally, Maintain Provider ID is mandatory to identify the CTI provider and establish the integration. According to SAP documentation, "Enabling Activity Creation and maintaining the Provider ID are required steps to configure CTI for automatic interaction logging." Maintaining mapping table (A) is optional and depends on specific integration requirements. Enabling Microsoft Teams Integration (D) is unrelated to CTI interaction logs.
Reference:
SAP Help Portal: CTI Integration in SAP Service Cloud V2
SAP Community: Configuring Interaction Logs for CTI

NEW QUESTION # 37
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

NEW QUESTION # 38
Which of the following options can be used to determine employees in cases based on conditions? Note: There are 2 correct answers to this question.

A. Assignment step in the Case Designer
B. Autoflow
C. Routing rules
D. Input step in the Case Designer

Answer: A,C

Explanation:
In SAP Service Cloud Version 2, determining employees for case assignment based on conditions is achieved through specific configuration options. The Assignment step in the Case Designer allows administrators to define rules within the case process to assign cases to specific employees or teams based on attributes like priority, case type, or account details. This step is part of the dynamic case designer, which provides flexibility in routing cases to the appropriate employee.
Additionally, Routing rules are a core feature in SAP Service Cloud V2 for case assignment. These rules enable administrators to configure conditions (e.g., case type, priority, or account) to route cases to either a team or a specific employee. According to the SAP documentation, "SAP Service Cloud Version 2 includes a flexible, easy-to-configure routing rule definition engine. You can decide whether to route Cases to a team, or to a specific employee." The routing rules are maintained under Settings → Cases → Case Routing to Team → Case Routing to Employees.
The Input step in the Case Designer is used to collect data or input from users but does not directly determine employee assignment. Autoflow is used for automating actions like sending notifications or updating fields, not for employee determination.
Reference:
SAP Help Portal: Configuring Case Routing Rules learning.sap.com
SAP Learning: Configuring Case Routing Rules, SAP Service Cloud Version 2

NEW QUESTION # 39
Which of the following blocks are available in the validation editor? Note: There are 2 correct answers to this question.

A. Action
B. Workflow
C. Message
D. Condition

Answer: A,D

NEW QUESTION # 40
......

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Free PDF Quiz 2026 SAP C_C4H56_2411: SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2–Trustable Flexible Learning Mode

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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q35-Q40):

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