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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q18-Q23):

NEW QUESTION # 18
Which actions are necessary to use installed bases in cases? Note: There are 2 correct answers to this question.

A. A customer needs to be assigned to the installed base.
B. An active service contract must be added 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: A,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 # 19
Which of the following apply when accessing a new SAP Service Cloud Version 2 tenant? Note: There are 2 correct answers to this question.

A. The business settings will need to be activated for the tenant.
B. Any test tenant needs to be purchased separately.
C. The customer will need to provision new tenants through SAP for Me.
D. The administrator must create an initial user in order to log in to the tenant for the first time.

Answer: A,C

Explanation:
Option C is correct because the customer will need to provision new tenants through SAP for Me, which is a self-service portal that provides access to SAP products, services, and support12.
Option D is correct because the business settings will need to be activated for the tenant, which enables the tenant to use the features and functions of SAP Service Cloud Version 23.
Option A is incorrect because the administrator does not need to create an initial user in order to log in to the tenant for the first time. The initial user is created automatically by SAP and the credentials are sent to the customer via email3.
Option B is incorrect because any test tenant does not need to be purchased separately. The customer can choose to purchase a test tenant along with the production tenant, or request a test tenant later through SAP for Me2. References = Defining the Scope - SAP Learning Solution Guide for SAP Service Cloud Version 2 Version 2 Onboarding Guide for SAP Service Cloud Set Up Guide for SAP Service Cloud Version 2 - SAP Online Help

NEW QUESTION # 20
Which configuration can you use to trigger a warning message based on custom logic?

A. Create a determination
B. Create a page layout
C. Create a validation
D. Create an autoflow

Answer: C

Explanation:
A validation is a type of custom logic that enables you to generate error or warning messages in the system based on specific conditions. You can create a validation using the Custom Logic app and write your custom code using ABAP for key users. You can also test your validation using predefined test variants. For example, you can create a validation that triggers a warning message if the priority of a case is high and the due date is more than 10 days away. References = Working with Validations in the Service Cloud V2 Using Code Blocks; Custom Logic

NEW QUESTION # 21
What is the only way to change an active case type?

A. It is not possible to change an existing case type.
B. Copy an existing case type.
C. Execute the Create New Version action.
D. Edit the name of the existing case type.

Answer: C

Explanation:
Existing Cases can be changed, but only by executing the action "Create New Version" from the existing Case Type that has to be modified. For example, if after creating a new Case Type, the Administrator realizes that the Service Catalog is missing, they will have to execute the action Create New Version from the existing Case Type, then enter the service catalog and activate the new version. References = Creating a Case Type

NEW QUESTION # 22
To which objects can you assign employees in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

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

Answer: A,B

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 # 23
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