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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q28-Q33):
NEW QUESTION # 28
Which element can be used to restrict access to views?
- A. Service levels
- B. Code list restrictions
- C. Business roles
- D. Field extensions
Answer: C
NEW QUESTION # 29
Service agents working on a specific case type in SAP Service Cloud Version 2 need to access and perform defined actions in an external solution. What steps must an administrator perform to make this possible? Note: There are 3 correct answers to this question.
- A. Define a custom screen for the mashup.
- B. Develop a custom business object.
- C. Create a mashup to embed the web page of the external solution.
- D. Use the web page URL of the external solution for extracting input parameters in the mashup
- E. Include a dedicated step pointing to the mashup in one of the phases of the case type.
Answer: C,D,E
Explanation:
According to the SAP Service Cloud Version 2 learning resources, to enable service agents to access and perform actions in an external solution, such as SAP S/4HANA Service, from a specific case type, the administrator has to do the following steps:
* Create a mashup to embed the web page of the external solution. A mashup is a way to integrate data or functionality from another web application into SAP Service Cloud Version 2. The mashup can be configured to pass input parameters from the case to the external solution, such as the case ID, the account ID, or the product ID.
* Use the web page URL of the external solution for extracting input parameters in the mashup. The web page URL of the external solution is the source of the mashup, and it can be used to define the input parameters that the mashup will send to the external solution. For example, if the web page URL of the external solution is https://s4hana-service.com/create-order?caseId={caseId}&accountId={accountId}, then the mashup can use the placeholders {caseId} and {accountId} to extract the values from the case and pass them to the external solution.
* Include a dedicated step pointing to the mashup in one of the phases of the case type. A case type is a template that defines the phases and steps that a case goes through from creation to closure. A step is a specific action that a service agent can perform on a case, such as sending an email, creating a task, or launching a mashup. By including a dedicated step pointing to the mashup in one of the phases of the case type, the administrator can enable the service agents to access the external solution from the case screen.
The other options are not correct because:
* Developing a custom business object is not necessary to access an external solution from a case type. A custom business object is a way to extend the data model of SAP Service Cloud Version 2 by creating new entities and fields that are not available in the standard solution.
* Defining a custom screen for the mashup is not required to access an external solution from a case type.
A custom screen is a way to create a new user interface for a custom business object or a standard business object that has been extended with custom fields. A mashup does not need a custom screen, as it uses the web page of the external solution as its user interface. References = Integrating SAP Customer Service, Service Operations and Field Service, Solution Guide for SAP Service Cloud Version 2
NEW QUESTION # 30
What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.
- A. Create appointments.
- B. Share workspaces.
- C. Send e-mails to customers.
- D. Hand over cases.
- E. Make outbound calls.
Answer: B,D,E
Explanation:
You can do the following things with Microsoft Teams integration in SAP Service Cloud Version 2:
Share workspaces: You can quickly create and share a workspace via MS Teams when you need support from an expert or your manager. You can share content from within agent teams and stay up to date on the latest service requests, comments, discussions, and decisions online.
Hand over cases: You can hand over cases to other agents or teams via MS Teams. You can also assign tasks and subtasks to other agents or teams and track their progress.
Make outbound calls: You can make outbound calls to customers or contacts using MS Teams. You can also record the calls and attach them to the case or contact. References = Integrating SAP Service Cloud Version 2 with MS Teams, Solution Guide for SAP Service Cloud Version 2, section Microsoft Teams Integration.
NEW QUESTION # 31
Which element can be used to restrict access to views?
- A. Service levels
- B. Code list restrictions
- C. Business roles
- D. Field extensions
Answer: C
Explanation:
Business roles are used to assign work centers and views to users, and also to define access restrictions and authorizations for each view. By using business roles, you can control which views are visible and editable for different users or groups of users. For example, you can restrict access to certain accounts, products, or tickets based on the user's organizational unit, territory, or other criteria. References = Apply Access Contexts and Restriction Rules, Restricting access the right way in SAP Cloud for Customer
NEW QUESTION # 32
Which actions are necessary to use installed bases in cases? Note: There are 2 correct answers to this question.
- A. An active service contract must be added to the installed base.
- B. At least one registered product must be assigned to the installed base.
- C. A customer needs to be assigned to the installed base.
- D. The installed base must be set to active status.
Answer: C,D
Explanation:
Prerequisites for using installed bases in cases:
* Assign Customer (A): Links the installed base to a business partner for context.
* Active Status (B): Only active installed bases can be referenced in cases.
Why other options are incorrect:
* C. Registered Product: Not mandatory (e.g., empty installed bases can exist).
* D. Service Contract: Optional for entitlements, not core to installed base usage.
References:
* SAP Help Portal: "Installed Base in Case Management".
NEW QUESTION # 33
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