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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q19-Q24):
NEW QUESTION # 19
Which milestone can you use for service levels?
Answer: D
NEW QUESTION # 20
Which actions could you perform to control the reaction times of a case? Note: There are 3 correct answers to this question.
Answer: A,C,D
Explanation:
To control the reaction times of a case in SAP Service Cloud V2, you can adjust the SLA to redefine response timelines, change the priority to increase urgency and trigger faster response times, and escalate the case to prioritize it for immediate action. According to SAP documentation, "Reaction times can be managed by adjusting SLAs, changing case priority, or escalating cases to ensure timely responses." Assigning a territory (D) affects routing but not reaction times directly. Assigning a different team (E) may influence handling but does not inherently control reaction times.
Reference:
SAP Help Portal: Case Management and SLA Configuration
SAP Community: Managing Case Reaction Times
NEW QUESTION # 21
Which features can you activate with Microsoft Teams integration?
Answer: C
Explanation:
Microsoft Teams integration in SAP Service Cloud V2 enables users to collaborate in shared workspaces, allowing agents to share case details, discuss issues, and coordinate within Teams channels. According to SAP documentation, "Microsoft Teams integration supports collaboration in shared workspaces to enhance team communication." Starting a phone call with CTI (A) is a separate CTI feature, not Teams-specific. Creating and sharing knowledge articles (B) is part of knowledge base functionality, not Teams. Sending an email and linking it to a case (C) is a standard Service Cloud feature, not tied to Teams.
Reference:
SAP Help Portal: Microsoft Teams Integration in SAP Service Cloud V2
SAP Learning: Collaboration with Microsoft Teams
NEW QUESTION # 22
Which element can you use in autoflows?
Answer: C
NEW QUESTION # 23
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.
Answer: B,D
NEW QUESTION # 24
......
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