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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q66-Q71):

NEW QUESTION # 66
When using autoflow rules, which of the following do you need to consider? Note: There are 3 correct answers to this question.

A. Conditions can be based on standard fields.
B. Autoflow rules must be assigned to the business role.
C. Conditions can be based on extension fields.
D. Too many rules affect system performance.
E. Optimization from the back end is done automatically when too many autoflow rules exist.

Answer: A,C,D

Explanation:
When using autoflow rules in SAP Service Cloud V2, administrators must consider that conditions can be based on standard fields (e.g., case type, priority) to trigger automated actions. Too many rules can affect system performance, as excessive rules increase processing time. Additionally, conditions can be based on extension fields, allowing customization to meet specific business needs. According to SAP documentation, "Autoflow rules support conditions based on standard and extension fields, but administrators should monitor rule volume to avoid performance issues." Optimization from the back end (C) is not automatic for autoflow rules. Assigning autoflow rules to business roles (E) is not required, as rules are system-wide.
Reference:
SAP Help Portal: Autoflow Configuration in SAP Service Cloud V2
SAP Community: Best Practices for Autoflow Rules

NEW QUESTION # 67
Which of the following describe how access restrictions are governed in SAP Service Cloud Version 2?

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

Answer: B

Explanation:
"The precedence is given to Unrestricted. For example, if a user is having 2 roles where one view is unrestricted and the same view is restricted in another role, then the user will have unrestricted access. In other words, if one role blocks the write access and another role allows it, the more permissive role takes precedence."

NEW QUESTION # 68
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.

A. Case type
B. Subject
C. Installed base
D. Status

Answer: A,D

NEW QUESTION # 69
What basic steps are required to create the warranties as described?

A. Create a Registered Product for a Customer Account. Maintain the Warranty field and then save.
B. Warranties are automatically generated when a Registered Product is created.
C. Copy an existing Warranty to a new Individual Customer, alter the conditions and then save.
D. Create a Registered Product for an organization. Maintain the Warranty field and then save.

Answer: B

NEW QUESTION # 70
Where are employee working hours maintained?

A. Employee data
B. Business role
C. Holiday calendar
D. Business user data

Answer: A

Explanation:
Employee working hours in SAP Service Cloud V2 are maintained in the Employee data. This includes details such as working hours, time zones, and availability, which are used for scheduling and case routing. According to SAP documentation, "Under the Operating Hours, you can define the working hours of the service agent" within the employee data settings.
Holiday calendar (A) defines non-working days, not individual hours. Business role (B) manages access rights, not working hours. Business user data (D) includes user credentials but not working hour details.
Reference:
SAP Community: Service Level Agreement in SAP Cloud for Customer community.sap.com SAP Help Portal: Employee Data Configuration

NEW QUESTION # 71
......

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