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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q45-Q50):

NEW QUESTION # 45
Which of the following actions can a Service Agent execute from the case "More Action" button?
Note: There are 3 correct answers to this question.

A. Mark as unread
B. Delete
C. Escalate
D. Handover
E. Summary

Answer: A,C,D

Explanation:
From the "More Actions" menu, Service Agents can:
* Mark as Unread (C): Flags the case for follow-up.
* Handover (D): Transfers the case to another agent or team.
* Escalate (E): Elevates the case to a higher support tier.
Why other options are incorrect:
* A. Delete: Restricted to administrative roles.
* B. Summary: A view option, not an actionable function.
References:
* SAP Service Cloud Agent Desktop Guide: "Case Actions and Workflow".

NEW QUESTION # 46
Which actions could you take to control the reaction times of a case? Note: There are 3 correct answers to this question.

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

Answer: B,D,E

NEW QUESTION # 47
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. A workflow rule was not scheduled to trigger the determination.
B. Service Level Agreements are not configured in fine-tuning.
C. The determination rules have been configured but not activated.
D. Service Level Agreements are not activated as a service.

Answer: B,D

NEW QUESTION # 48
Which of the following blocks are available in the validation editor? Note: There are 2 correct answers to this question.

A. Message
B. Condition
C. Workflow
D. Action

Answer: A,B

Explanation:
The validation editor is a tool that allows you to create custom logic to validate data and display error or warning messages based on certain conditions. The validation editor has four types of blocks: Message, Condition, Action, and Workflow. However, only the Message and Condition blocks are available for creating validations. The other two blocks are used for creating determinations, which are different from validations.
The Message block is used to define the type, text, and severity of the message that will be displayed to the user when the validation is triggered. You can choose between Error, Warning, or Information messages, and customize the message text according to your needs. The severity of the message determines whether the user can proceed with the save action or not. For example, an Error message will prevent the user from saving the data, while a Warning message will allow the user to save the data with a confirmation.
The Condition block is used to specify the criteria that will trigger the validation. You can use various operators and expressions to define complex conditions based on the data in the fields. You can also use logical connectors such as AND, OR, and NOT to combinemultiple conditions. For example, you can create a condition that checks if the status of a case is Closed and the resolution is empty, and then display an error message to the user.
References = Creating Block Based Validation in SAP Service Cloud Version 2, Working with Validations in the Service Cloud V2 Using Code Blocks, Solution Guide for SAP Service Cloud Version 2

NEW QUESTION # 49
Which of the following parameters can be maintained by the administrator when configuring a new e-mail channel? Note: There are 3 correct answers to this question.

A. Channel type
B. Case type
C. Default account
D. Channel e-mail ID
E. Mashup service

Answer: A,C,D

Explanation:
When configuring a new email channel in SAP Service Cloud Version 2, administrators havethe ability to maintain several key parameters to ensure the proper setup and functioning of the email communication channel. The "Channel type" parameter is fundamental, as it defines the nature of the channel being configured, in this case, specifying it as an email channel. The "Channel email ID" is another crucial parameter, identifying the specific email address associated with this channel, through which incoming and outgoing communications are routed. Lastly, the "Default account" parameter is essential for defining the default system account or user that will be associated with emails received through this channel, ensuring that emails are correctly routed and managed within the SAP Service Cloud system

NEW QUESTION # 50
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