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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q29-Q34):

NEW QUESTION # 29
Which of the following standard charts are available in the All Cases worklist? Note: There are 3 correct answers to this question.

A. Cases by Service Team
B. Cases by Category
C. Cases by Priority
D. Cases by SLA
E. Cases by Source/Channel

Answer: B,C,E

Explanation:
In the All Cases worklist app, the following standard charts for cases are available:
Cases by Source/Channel: This chart shows the distribution of cases by the source or channel from which they were created, such as email, phone, web, or chat. You can use this chart to analyze the preferred communication methods of your customers and the workload of your service agents.
Cases by Priority: This chart shows the distribution of cases by the priority level that was assigned to them, such as low, medium, high, or urgent. You can use this chart to monitor the urgency and importance of your cases and prioritize your service actions accordingly.
Cases by Category: This chart shows the distribution of cases by the category that was assigned to them, such as product, service, or complaint. You can use this chart to identify the main types of issues or requests that your customers have and improve your service quality and efficiency. References = Creating the Statuses for Cases; All Cases Worklist

NEW QUESTION # 30
How can service agents create cases? Note: There are 2 correct answers to this question.

A. In the Account General facet, Create button (+) and select Case.
B. In Agent Desktop, click the Create button (+) and select Case.
C. In the case worklist, Create button (+) and select Case.
D. In the Related Service Object facet of registered products, Create button (+) and select Case.

Answer: A,B

Explanation:
Agents can create cases via:
* A. Agent Desktop Create Button: Direct case creation from the primary interface.
* B. Account General Facet: Create cases linked to a specific account for context.
Why other options are incorrect:
* C. Related Service Object Facet: Typically used for adding products/installed bases, not case creation.
* D. Case Worklist: Focuses on existing cases, not creation.
References:
* SAP Service Cloud Agent Desktop Guide: "Creating Cases".

NEW QUESTION # 31
How can service agents create cases? Note: There are 2 correct answers to this question.

A. In Agent Desktop, click the Create button (+) and select Case.
B. In the Related Service Object facet of registered products, Create button (+) and select Case.
C. In the Account General facet, Create button (+) and select Case.
D. In the case worklist, Create button (+) and select Case.

Answer: B,C

NEW QUESTION # 32
Which of the following objects can you assign to an installed base at item level? Note: There are 2 correct answers to this question.

A. Product
B. Maintenance plan
C. Registered product
D. Warranty

Answer: A,C

NEW QUESTION # 33
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.

A. Maintenance plan
B. Customer
C. Registered product
D. Warranty

Answer: A,C

NEW QUESTION # 34
......

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