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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q18-Q23):

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. Notifications
D. Service categories

Answer: B

NEW QUESTION # 19
You are configuring SAP Service Cloud Version 2 to automatically assign employees to a case. Which feature can help with this?

A. Process for cases
B. Routing
C. Escalation
D. Prioritization settings

Answer: B

NEW QUESTION # 20
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note: There are 2 correct answers to this question.

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

Answer: B,D

NEW QUESTION # 21
Which capability ensures service agents send e-mail responses with the correct corporate branding?

A. E-mail templates
B. Workflow rules
C. Autoflow
D. Determination rules

Answer: A

NEW QUESTION # 22
Which objects can you assign when you create a user? Note: There are 2 correct answers to this question.

A. Business role
B. Security policy
C. User profile
D. Employee role

Answer: A,B

NEW QUESTION # 23
......

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