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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q36-Q41):

NEW QUESTION # 36
Which actions are necessary to use installed bases in cases? Note: There are 2 correct answers to this question.

A. An active service contract must be added to the installed base.
B. A customer needs to be assigned to the installed base.
C. At least one registered product must be assigned to the installed base.
D. The installed base must be set to active status.

Answer: B,C

Explanation:
An installed base is a hierarchical arrangement of products that are located or installed at a customer's location. To use installed bases in cases, you need to perform the following actions:
Assign a customer to the installed base. This is done by adding the customer as an involved party in the installed base header. The customer is the owner of the installed base and the products within it.
Assign at least one registered product to the installed base. This is done by adding the registered product as an item in the installed base hierarchy. A registered product is an instance of a product that is associated with a specific customer. You can also assign products and functional locations (also known as installation points) to the installed base hierarchy. References = Using an Installed Base, Using Installed Bases and Registered Products, Explaining How to Provide Expedited Service, Set Up Guide for SAP Service Cloud Version 2 To effectively use installed bases in cases within SAP Service Cloud Version 2, it is necessary that "A customer needs to be assigned to the installed base," which links the installed base to a specific customer account, providing a clear context for service and support activities. Additionally, "At least one registered product must be assigned to the installed base" to define the scope of products or equipment covered under the installed base, enabling targeted and relevant service actions based on the specific products included.

NEW QUESTION # 37
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. Automatically when there is an incoming phone call
C. Manually by navigating into the Customer Hub app from the menu
D. Automatically when an incoming phone call from a known customer is accepted

Answer: A,D

NEW QUESTION # 38
What functionality can you use to grant user access to an SAP S/4HANA transaction in SAP Service Cloud Version 2 as an administrator? Note: There are 2 correct answers to this question.

A. Configure the relevant action
B. Custom entity
C. Mashup
D. Business flow

Answer: A,C

Explanation:
You can use mashups and actions to grant user access to an SAP S/4HANA transaction in SAP Service Cloud Version 2 as an administrator. Mashups are web-based applications that combine data or functionality from different sources, such as SAP S/4HANA. Actions are predefined or custom operations that can be executed on business objects, such as opening an SAP S/4HANA transaction. To enable user access to an SAP S
/4HANA transaction, you need to create a mashup for the transaction URL and configure the relevant action to call the mashup. References = SAP Service Cloud Version 2 | SAP Help Portal, SAP Service Cloud Version 2 Integration Guides for SAP S/4HANA, SAP Service Cloud Version 2 Mashups, SAP Service Cloud Version 2 Actions

NEW QUESTION # 39
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.

A. Customer
B. Contract
C. Product
D. Installed base

Answer: A,C

Explanation:
To create a registered product in SAP Service Cloud Version 2, you need the following objects:
* Product: This is the generic definition of the product that you want to register. It contains the basic information such as the name, description, category, and price of the product. You can create products in the Products work center, under the Products view.
* Customer: This is the individual or organization that owns the registered product. It can be either an account or an individual customer. You can create customers in the Customers work center, under the Accounts or Individual Customers view.
The other objects are not mandatory for creating a registered product, but they can be used to provide additional information or functionality. For example:
* Installed base: This is a collection of registered products that belong to the same customer and are located at the same site. It can be used to group and manage related registered products more easily.
You can create installed bases in the Installed Base work center, under the Installed Base view.
* Contract: This is an agreement between the customer and the service provider that defines the terms and conditions of the service delivery. It can be used to determine the service entitlements and pricing for the registered product. You can create contracts in the Contracts work center, under the Contracts view.
References =
* Creating a Registered Product - SAP Learning, slide 3-4
* Solution Guide for SAP Service Cloud Version 2, page 31-32

NEW QUESTION # 40
Which of the following services can be activated in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

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

Answer: A,D

NEW QUESTION # 41
......

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