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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q59-Q64):
NEW QUESTION # 59
Which master data is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud Version 2?
- A. Product
- B. Account hierarchy
- C. Account
- D. Employee
Answer: C
Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, the master data that is synchronized bidirectionally between SAP S/4HANA and SAP Service Cloud Version 2 is Account. Account is a master data object that represents a business partner, such as a customer, a competitor, or a supplier, in SAP Service Cloud Version 2. Account can be replicated from SAP S/4HANA to SAP Service Cloud Version
2, and vice versa, using the integration package SAP Sales Cloud and SAP Service Cloud Version 2 Integration for Master Data with SAP S/4HANA or SAP S/4HANA Cloud. The integration package uses the OData service API_BUSINESS_PARTNER to exchange account data between the two systems.
NEW QUESTION # 60
Which categories can you use when creating a service catalog in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
- A. Subcategory
- B. Incident category
- C. Cause category
- D. Category
Answer: A,D
NEW QUESTION # 61
Where can the administrator configure which event types must be visible in the timeline of the Customer Hub screen?
- A. In the Customer Hub screen configuration
- B. In the general configuration of Agent Desktop
- C. The event types are enabled by default and cannot be changed.
- D. In the timeline configuration
Answer: D
Explanation:
The timeline configuration allows the administrator to define which event types must be visible in the timeline of the Customer Hub screen. The timeline configuration is accessed from the Adaptation menu in the Agent Desktop. The administrator can select the Timeline tab and then choose the Event Types option. There, the administrator can enable or disable the event types for the timeline, such as cases, emails, notes, tasks, and so on. The administrator can also reorder the event types by dragging and dropping them in the list. References = Solution Guide for SAP Service Cloud Version 2, section Configure Timeline.
NEW QUESTION # 62
Which of the following objects can be displayed in the Entities facet of the Customer Hub screen?
Note: There are 2 correct answers to this question.
- A. Cases
- B. Registered products
- C. Service orders
- D. Maintenance plan
Answer: A,B
NEW QUESTION # 63
Which elements are used to calculate the due dates defined in Service Level Agreements? Note:
There are 2 correct answers to this question.
- A. Working calendar
- B. Service contract
- C. Operating hours
- D. Maintenance plan
Answer: A,C
Explanation:
The due dates defined in Service Level Agreements are calculated based on the following elements:
Working calendar: This is a calendar that defines the working days and hours for a specific country or region. It also includes the public holidays and other non-working days for that location. The working calendar is used to determine the actual duration of a service level objective, excluding the non-working time12.
Operating hours: This is a time interval that defines the availability of a service team or an individual employee. It specifies the start and end time of the working hours for each dayof the week. The operating hours are used to determine the actual response time of a service level objective, excluding the time when the service team or employee is not available3 .
The service contract and the maintenance plan are not elements that are used to calculate the due dates defined in Service Level Agreements. The service contract is an agreement between a service provider and a customer that defines the scope, terms, and conditions of the service delivery. The maintenance plan is a schedule that defines the frequency and type of maintenance activities for an installed base object.
References = 1: Working Calendar - SAP Online Help, 2: Configuring a Service Level Agreement - SAP Learning, 3: Operating Hours - SAP Online Help, : [Using Service Level Agreements - SAP Learning], :
[Service Contract - SAP Online Help], : [Maintenance Plan - SAP Online Help]
NEW QUESTION # 64
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