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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q17-Q22):

NEW QUESTION # 17
Where can you find existing cases in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. In the product page
B. In the cases settings view
C. In the My Cases Summary card available in the home page
D. In the case worklist by choosing the Case app from the menu

Answer: C,D

Explanation:
You can find existing cases in SAP Service Cloud Version 2 in two ways:
In the My Cases Summary card available in the home page. This card shows you the number of cases assigned to you, grouped by priority and status. You can click on any of the numbers to open a list of the corresponding cases. You can also click on the View All button to see all your cases in a table view.
In the case worklist by choosing the Case app from the menu. This app allows you to view, filter, sort, and search for cases based on various criteria. You can also create new cases, edit existing cases, and perform actions on cases from this app. References = Solution Guide for SAP Service Cloud Version 2, section Cases.

NEW QUESTION # 18
You want to assign a value to a specific field based on another field value calculation. Which of the following can you create to enable the field calculation?

A. A determination
B. A page layout
C. An autoflow
D. A workflow

Answer: A

Explanation:
A determination is a rule that assigns a value to a field based on the value of another field or a calculation. For example, you can create a determination that sets the priority of a case based on the urgency and impact fields. A page layout, a workflow, and an autoflow are not used for field calculations. References = [Solution Guide for SAP Service Cloud Version 2 - SAP Online Help], [SAP Service Cloud Version 2 Feature Scope]

NEW QUESTION # 19
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 # 20
For which objects can you utilize categories in service catalogs? Note: There are 2 correct answers to this question.

A. Tasks
B. Registered products
C. Phone calls
D. Cases

Answer: B,D

NEW QUESTION # 21
Which objects are determined when you are using case routing in SAP Service Cloud Version 2?
Note: There are 2 correct answers to this question.

A. Service category
B. Employee
C. Account
D. Service team

Answer: B,D

Explanation:
Case routing determines the employee (B) or service team (D) responsible for handling the case based on criteria like product, category, or priority.
* Service category (A) and account (C) are routing criteria, not determined objects.
References:
* SAP Help Portal: Case Routing Configuration
* SAP Documentation: Routing to Employees and Teams

NEW QUESTION # 22
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