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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q54-Q59):

NEW QUESTION # 54
Which of the following describe how access restrictions are governed in SAP Service Cloud Version2?

A. Restricted access rights override any unrestricted access you have defined.
B. Unrestricted access rights override any restrictions 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 # 55
To which objects can you assign employees in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Registered products
B. Service levels
C. Accounts
D. Response templates

Answer: B,C

Explanation:
Employees can be assigned to:
* Accounts (A): To designate responsibility for specific customers.
* Service levels (C): To define response/resolution time commitments for cases.
* Response templates (B) and registered products (D) do not involve employee assignments.
References:
* SAP Help Portal: Employee Assignments
* SAP Documentation: Service Level Configuration

NEW QUESTION # 56
Which of the following services can be activated in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Initial user
B. Templates
C. Live activity configuration
D. Agent Desktop

Answer: C,D

Explanation:
Activable services in SAP Service Cloud include:
* Agent Desktop (B): The primary interface for agents to manage cases, communications, and customer data.
* Live Activity Configuration (A): Enables real-time customer interaction features (e.g., chat, co- browsing).
Why other options are incorrect:
* C. Initial User: Part of system setup, not a "service."
* D. Templates: Predefined configurations, not activable services.
References:
* SAP Service Cloud Administration Guide: "Activating Standard Services".
* SAP Launchpad: "Service Activation for Agent Desktop and Live Features."

NEW QUESTION # 57
Which action should an administrator take to get a system bug fixed within SAP Service Cloud Version 2?

A. Report an issue via case
B. Create an incident
C. Implement the provided hotfix number
D. Send an e-mail to SAP Cloud Support

Answer: B

Explanation:
To get a system bug fixed within SAP Service Cloud Version 2, an administrator should create an incident and report the issue to SAP Cloud Support. An incident is a request for support that contains information about the problem, such as the system ID, priority, category, description, and attachments. Creating an incident is the recommended way to contact SAP Cloud Support and get a timely and effective resolution for the bug. SAP Cloud Support will then analyze the incident and provide a solution or a workaround, depending on the severity and complexity of the bug. Alternatively, an administrator can also report an issue via case, which is a similar process but with a different user interface. However, creating an incident is the preferred option as it provides more options and features for managing the support request. References = SAP Service Cloud Version 2 | SAP Help Portal, How are bugs fixed in a cloud system?| SAP Community

NEW QUESTION # 58
What are the prerequisites for integrating external systems into Agent Desktop? Note: There are 2 correct answers to this question.

A. SAP Cloud Integration
B. SAP Build Apps
C. Machine learning
D. SAP Event Mesh

Answer: A,B

NEW QUESTION # 59
......

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q54-Q59):

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