Question 1

Which of the following elements are mandatory to create a new product? Note: There are 2 correct answers to this question.

Options :

A :

Product group

B : Price

C :

Sales area data

D : Unit of measure

Answer: A,D

Question 2

Where can you find existing cases in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question

Options :

A : In the My Cases Summary card available in the home page

B : In the cases settings view

C : In the product page

D : In the case worklist by choosing the Case app from the menu

Answer: A,D

Question 3

What steps are required to convert incoming emails into cases? Note: There are 2 correct answers to this question.

Options :

A : Enable the email channel within the CTI configuration.

B : Create an email channel for the object type Cases and enter the default case type to be used.

C : Define the default email template for incoming enquiries.

D : Create and activate a case type.

Answer: B,D

Question 4

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.

Options :

A : Reply to default

B : Channel type

C : Mashup service

D : Channel email ID

E : Case type

Answer: A,B,E

Question 5

Which of the following actions can a service agent perform in the Customer Hub in Agent Desktop? Note: There are 3 correct answers to this question

Options :

A : Edit customer details

B : Create a new e-mail message or a new case from the What Would You like to do? area

C : Launch a customer survey

D : View customer details

E : Access interactions and notes in the timeline tab

Answer: A,D,E