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NEW QUESTION # 61
Which of the following objects can be displayed in the Entities facet of the Customer Hub screen?
Note: There are 2 correct answers to this question.
Answer: A,C
NEW QUESTION # 62
Which of the following are required to grant business user access? Note: There are 2 correct answers to this question.
Answer: A,D
Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, the following are required to grant business user access:
User ID. A user ID is a unique identifier for a business user, which is used to log on to the system and to assign a business role. A user ID can be created manually or automatically, and it can be based on the employee ID, the email address, or a custom format.
Employee. An employee is a master data object that represents a person who works for your company and performs a specific role or function. An employee can be assigned to one or more organizational units, and can have one or more business users associated with them.
The other options are not correct because:
Access restriction. Access restriction is a way to control the visibility and editability of data for business users based on their business roles and organizational assignments. Access restriction is not required to grant business user access, but it can be used to refine the access level after the business user is created and assigned a business role.
Assignment to an organizational unit. An organizational unit is a master data object that represents a structural element of your company, such as a department, a team, or a branch. An organizational unit can be assigned to one or more employees, and can be used as an attribute for access restriction.
Assignment to an organizational unit is not required to grant business user access, but it can be used to define the scope of the business user's responsibility and visibility. References = Creating Business Users and Business Roles, Creating Business Roles, Set Up Guide for SAP Service Cloud Version
2, SAP Service Cloud Version 2 | SAP Help Portal
NEW QUESTION # 63
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.
Answer: B,C
NEW QUESTION # 64
Which tool can you use to rename the cases facet?
Answer: C
NEW QUESTION # 65
You are configuring SAP Service Cloud Version 2 to automatically assign employees to a case. Which feature can help with this?
Answer: A
Explanation:
Routing is the feature that can help with automatically assigning employees to a case based on relevant attributes, such as channel, subject, priority, or account. Routing rules enable companies to handle a high volume of messages and deliver the case to the right team or person. SAP Service Cloud Version 2 includes a flexible, easy-to-configure routing rule definition engine1.
Escalation, prioritization settings, and process for cases are not features that can help with automatic case assignment. Escalation is a feature that allows agents or managers to escalate a case to a higher level of authority or expertise when needed2. Prioritization settings are a feature that allows administrators to define how cases are prioritized based on urgency and impact3. Process for cases is a feature that allows administrators to define the steps and tasks that need to be completed for a case based on its type and category4.
References = 1: Configuring Case Routing Rules - SAP Learning, 2: Escalation - SAP Online Help, 3: Prioritization Settings - SAP Online Help, 4: Process for Cases - SAP Online Help
NEW QUESTION # 66
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