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質問 # 43
You want to use CTI with automatic creation of interaction logs within the Agent Desktop. Which of the following activation steps are mandatory? Note: There are 2 correct answers to this question.
- A. Enable Activity Creation
- B. Maintain Provider ID
- C. Enable Microsoft Teams Integration for Activities
- D. Maintain mapping table for CTI and SAP Service Cloud Solution
正解：A、B
解説：
To enable CTI (Computer Telephony Integration) with automatic creation of interaction logs in the Agent Desktop, administrators must Enable Activity Creation to ensure interactions (e.g., calls) are logged automatically. Additionally, Maintain Provider ID is mandatory to identify the CTI provider and establish the integration. According to SAP documentation, "Enabling Activity Creation and maintaining the Provider ID are required steps to configure CTI for automatic interaction logging." Maintaining mapping table (A) is optional and depends on specific integration requirements. Enabling Microsoft Teams Integration (D) is unrelated to CTI interaction logs.
Reference:
SAP Help Portal: CTI Integration in SAP Service Cloud V2
SAP Community: Configuring Interaction Logs for CTI
質問 # 44
Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Set up Agent Desktop
- B. Maintain case types
- C. Set up deals
- D. Set scoping attributes
正解：A、B
質問 # 45
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.
- A. Manually by performing a customer identification via Agent Desktop
- B. Manually by navigating into the Customer Hub app from the menu
- C. Automatically when there is an incoming phone call
- D. Automatically when an incoming phone call from a known customer is accepted
正解：A、D
質問 # 46
Which objects can you assign when you create a user? Note: There are 2 correct answers to this question.
- A. Business role
- B. Security policy
- C. Employee role
- D. User profile
正解：A、B
質問 # 47
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.
- A. Send event email template
- B. Send info notifications
- C. Send emails
- D. Send object update
- E. Send event notifications
正解：B、C、E
解説：
Autoflow in SAP Service Cloud V2 automates actions based on case conditions. Configurable actions include sending info notifications to inform users of specific events, sending event notifications for system-triggered updates, and sending emails to customers or agents. According to SAP documentation, "Autoflow supports actions such as sending info notifications, event notifications, and emails to automate case-related communications." Send event email template (A) is not a standard autoflow action. Send object update (D) is not a distinct action, though autoflow can update objects indirectly.
Reference:
SAP Help Portal: Autoflow Actions in SAP Service Cloud V2
SAP Community: Configuring Autoflow Rules
質問 # 48
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.
- A. Maintenance plan
- B. Warranty
- C. Customer
- D. Registered product
正解：B、D
質問 # 49
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note: There are 2 correct answers to this question.
- A. Add a mashup service in Agent Desktop.
- B. Integrate with a third-party Computer Telephony Integrator (CTI) provider.
- C. Add the phone channel to the live interaction widget.
- D. Obtain API token credentials from the CTI provider.
正解：B、C
質問 # 50
You want to assign employees, status, a service catalog, and a hierarchy to cases. Which of the following configuration options is correct? Note: Scroll down to view all possible answer options.
- A.
- B.
- C.
- D.
正解：A
質問 # 51
Which of the following master data entities are included in the out-of-the-box package for integration between SAP Service Cloud Version 2 and SAP S/4HANA? Note: There are 2 correct answers to this question.
- A. Account Groups
- B. Equipment
- C. Contacts
- D. Maintenance Plan
正解：B、C
解説：
The out-of-the-box integration package between SAP Service Cloud V2 and SAP S/4HANA includes master data entities such as Contacts and Equipment. Contacts are synchronized to manage customer relationships, while Equipment is integrated to support asset and service management processes. According to SAP documentation, "Standard integration includes master data like Contacts and Equipment to enable seamless service processes between SAP Service Cloud V2 and SAP S/4HANA." Account Groups (C) are not part of the standard master data integration. Maintenance Plan (D) is specific to SAP S/4HANA Asset Management and not included in the out-of-the-box integration for Service Cloud V2.
Reference:
SAP Help Portal: Integration with SAP S/4HANA in SAP Service Cloud V2
SAP Community: Master Data Integration for Service Cloud
質問 # 52
Which action should an administrator take to get a system bug fixed within SAP Service Cloud Version 2?
- A. Implement the provided hotfix number
- B. Report an issue via case
- C. Send an e-mail to SAP Cloud Support
- D. Create an incident
正解：D
質問 # 53
Where are employee working hours maintained?
- A. Employee data
- B. Business role
- C. Business user data
- D. Holiday calendar
正解：A
解説：
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
質問 # 54
Which of the following features are available in the adaptation tool? Note: There are 2 correct answers to this question.
- A. Create a new URL mashup
- B. Add a new field
- C. Add a new button
- D. Change the field label
正解：B、C
質問 # 55
Which of the following are mandatory attributes when creating a case? Note: There are 2 correct answers to this question.
- A. Installed base
- B. Status
- C. Subject
- D. Case type
正解：B、D
質問 # 56
Which of the following options are correct to display warning messages for escalated cases? Note: Scroll down to view all possible answer options.
- A.
- B.
- C.
- D.
正解：A
質問 # 57
Which of the following are the correct types of usage of an installed base? Note: There are 2 correct answers to this question.
- A. Assigning warranties
- B. Tracking installed assets
- C. Assigning to a case
- D. Tracking measuring points
正解：B、C
解説：
In SAP Service Cloud Version 2, an installed base is used to manage customer equipment and assets. Tracking installed assets is a primary function, as it allows organizations to maintain a record of customer-owned products or equipment, including details like serial numbers and locations. Assigning to a case is another key usage, enabling service agents to link a case to a specific installed base for accurate service delivery and tracking. According to SAP documentation, "An installed base represents a grouping of products installed at a customer location and can be associated with cases for service requests." Tracking measuring points (A) is related to equipment monitoring in SAP S/4HANA, not a direct function of installed bases in Service Cloud V2. Assigning warranties (C) is managed through registered products, not installed bases.
Reference:
SAP Help Portal: Installed Base Management in SAP Service Cloud V2
SAP Learning: Asset and Installed Base Configuration
質問 # 58
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