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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q15-Q20):

NEW QUESTION # 15
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.

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

Answer: A,C

NEW QUESTION # 16
Which actions could you perform to control the reaction times of a case? Note: There are 3 correct answers to this question.

A. Escalate the case.
B. Change the priority.
C. Adjust the SLA.
D. Assign a territory to the case.
E. Assign a different team to the case.

Answer: A,B,C

Explanation:
To control the reaction times of a case in SAP Service Cloud V2, you can adjust the SLA to redefine response timelines, change the priority to increase urgency and trigger faster response times, and escalate the case to prioritize it for immediate action. According to SAP documentation, "Reaction times can be managed by adjusting SLAs, changing case priority, or escalating cases to ensure timely responses." Assigning a territory (D) affects routing but not reaction times directly. Assigning a different team (E) may influence handling but does not inherently control reaction times.
Reference:
SAP Help Portal: Case Management and SLA Configuration
SAP Community: Managing Case Reaction Times

NEW QUESTION # 17
Which elements can you use to define a service level? Note: There are 2 correct answers to this question.

A. Day of the week
B. Maintenance plan
C. Completion due on
D. Priority

Answer: C,D

Explanation:
Service levels in SAP Service Cloud V2 are defined to set timelines and priorities for case handling. Completion due on is a key element used to specify the due date for case resolution within an SLA. Priority is another critical element, as it determines the urgency of the case and influences the SLA timeline. According to SAP documentation, "Service Levels are defined in the SAP Service Cloud V2 to set the timeline for different types of Case (Ticket) based on the situation and priority." Maintenance plan (A) is related to service contracts, not SLAs. Day of the week (C) is part of operating hours configuration but not a direct element for defining service levels.
Reference:
SAP Community: Set Up Service Level In SAP Service Cloud V2 community.sap.com SAP Help Portal: SLA Setup in SAP Service Cloud V2

NEW QUESTION # 18
You have determined that one of your products has a known fault. You want to ensure that all cases with that product are automatically assigned to the escalation team. Which feature in SAP Service Cloud Version 2 would you use to do this?

A. SLA
B. Case routing
C. Service categories
D. Notifications

Answer: B

NEW QUESTION # 19
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. Enable the email channel within the CTI configuration.
C. Define the default email template for incoming enquiries.
D. Create an email channel for the object type Cases and enter the default case type to be used.

Answer: A,D

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 # 20
......

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C_C4H56_2411 Exam Bible & C_C4H56_2411 New Exam Camp

HOT C_C4H56_2411 Exam Bible: SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 - Trustable SAP C_C4H56_2411 New Exam Camp

SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q15-Q20):

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