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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q58-Q63):

NEW QUESTION # 58
What steps must the administrator perform to give service agents access to knowledge base articles? Note: There are 2 correct answers to this question.

A. Obtain API token credentials from the knowledge base provider.
B. Maintain the knowledge base provider settings in SAP Service Cloud Version 2.
C. Configure the relevant integration flow.
D. Set up knowledge base articles in SAP Service Cloud Version 2.

Answer: B,C

Explanation:
To enable knowledge base access:
* Configure integration flow (A): Establish connectivity between SAP Service Cloud and the knowledge base system (e.g., SAP Knowledge Base).
* Maintain provider settings (C): Define endpoints, authentication, and search parameters in SAP Service Cloud.
* API tokens (B) are part of provider-specific configurations but not standalone steps.
* Articles (D) are maintained in the external knowledge base, not directly in Service Cloud.
References:
* SAP Help Portal: Knowledge Base Integration
* SAP Documentation: Configuring Knowledge Base Providers

NEW QUESTION # 59
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.

A. Send info notifications
B. Send e-mails
C. Send event notifications
D. Send object update
E. Send event e-mail template

Answer: A,B,D

Explanation:
In Autoflow, you can configure the following actions:
* Send info notifications (A): Pop-up alerts or in-app notifications to agents.
* Send e-mails (B): Trigger emails to customers or internal stakeholders.
* Send object update (C): Modify fields or statuses of related objects (e.g., updating a case status).
* Event notifications (D) and event e-mail templates (E) are managed via workflow rules, not Autoflow.
References:
* SAP Help Portal: Autoflow Actions
* SAP Documentation: Configuring Autoflow

NEW QUESTION # 60
Which of the following describe how access restrictions are governed in SAP Service Cloud Version2?

A. Unrestricted access rights override any restrictions you have defined.
B. Restricted access rights override any unrestricted access you have defined.
C. If the access rights are contradictory, the system automatically grants no access.
D. You can decide if access rights override any restrictions you have defined.

Answer: D

NEW QUESTION # 61
You have configured the Service Level Agreements and their determination rules, but they are not derived in the case. Which of the following could be a reason for this? Note: There are 2 correct answers to this question.

A. Service Level Agreements are not configured in fine-tuning.
B. The determination rules have been configured, but not activated.
C. A workflow rule was not scheduled to trigger the determination.
D. Service Level Agreements are not activated as a service.

Answer: B,D

Explanation:
Reasons SLA determination may fail:
* A. SLAs Not Activated as a Service: SLAs must be explicitly activated under "Service Activation" in the system.
* C. Rules Not Activated: Determination rules require activation post-configuration to take effect.
Why other options are incorrect:
* B. Fine-Tuning Configuration: Adjusts existing rules but does not enable SLA derivation.
* D. Workflow Rule Scheduling: SLAs are determined automatically via rules, not workflow triggers.
References:
* SAP Service Cloud Guide: "SLA Activation and Rule Configuration".

NEW QUESTION # 62
You are setting up an organizational structure for a new implementation. Which of the following is possible while performing this task?

A. Make sure that each organizational unit can have only one function at a time.
B. Make sure an organizational node can only be set up with a replication process from the back end.
C. Assign an employee to several organizational units.
D. Use the Reporting Line function for selection.

Answer: C,D

Explanation:
To set up an organizational structure for a new implementation, the following options are possible:
Assign an employee to several organizational units. This is possible by using the Employee Assignment function in the Organizational Management work center. An employee can be assigned to multiple organizational units with different validity periods and functions. For example, an employee can be a sales representative in one unit and a service agent in another unit.
Use the Reporting Line function for selection. This is possible by using the Reporting Line function in the Organizational Management work center. This function allows the administrator to select an organizational unit and display its reporting line, which shows the hierarchical relationship between the unit and its parent and child units. The administrator can also edit the reporting line by adding, removing, or changing the position of the units. References = Setting up an organizational structure - SAP Learning, section Assigning Employees to Organizational Units, slide 8-9 Set Up Guide for SAP Service Cloud Version 2, section Organizational Structure, page 11-12

NEW QUESTION # 63
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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q58-Q63):

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