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

NEW QUESTION # 18
What steps must the administrator perform to give service agents access to knowledge base articles? Note: There are 2 correct answers to this question.

A. Maintain the knowledge base provider settings in SAP Service Cloud Version 2.
B. Obtain API token credentials from the knowledge base provider.
C. Configure the relevant integration flow.
D. Set up knowledge base articles in SAP Service Cloud Version 2.

Answer: A,B

NEW QUESTION # 19
Which of the following objects can be replicated from SAP Service Cloud Version 2 to SAP S/4HANA? Note: There are 2 correct answers to this question.

A. Products
B. Service contracts
C. Contacts
D. Registered products

Answer: C,D

NEW QUESTION # 20
You have configured the Service Level Agreements and their determination rules, but they are not derived in the case. Which of the following could be a reason for this? Note: There are 2 correct answers to this question.

A. Service Level Agreements are not configured in fine-tuning.
B. The determination rules have been configured, but not activated.
C. A workflow rule was not scheduled to trigger the determination.
D. Service Level Agreements are not activated as a service.

Answer: B,D

NEW QUESTION # 21
Which of the following options is correct in the configuration, if you want to assign an escalated case with priority urgent to a team? Note: Scroll down to view all possible answer options.

A. Option B
B. Option C
C. Option A
D. Option D

Answer: A

NEW QUESTION # 22
You have integrated Microsoft Teams with SAP Service Cloud Version 2.
Where can service agents start sharing workspaces for cases by clicking on the Share Workspace icon? Note: There are 2 correct answers to this question.

A. In the interaction log
B. In Agent Desktop
C. In the case
D. In the case worklist

Answer: B,C

NEW QUESTION # 23
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