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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q11-Q16):

NEW QUESTION # 11
Which of the following standard charts are available in the All Cases worklist? Note: There are 3 correct answers to this question.

A. Cases by SLA
B. Cases by Service Team
C. Cases by Priority
D. Cases by Category
E. Cases by Source/Channel

Answer: C,D,E

NEW QUESTION # 12
Which categories can you use when creating a service catalog in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Cause category
B. Incident category
C. Subcategory
D. Category

Answer: C,D

NEW QUESTION # 13
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.

A. Contact
B. Responsible employee
C. Account hierarchy
D. Team

Answer: B,D

NEW QUESTION # 14
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note: There are 2 correct answers to this question.

A. Integrate with a third-party Computer Telephony Integrator (CTI) provider.
B. Add a mashup service in Agent Desktop.
C. Obtain API token credentials from the CTI provider.
D. Add the phone channel to the live interaction widget.

Answer: A,D

NEW QUESTION # 15
To which objects can you assign employees in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Service levels
B. Registered products
C. Response templates
D. Accounts

Answer: B,D

NEW QUESTION # 16
......

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Ben Cook Ben Cook

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