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  5. SAP Certified Associate - Implementation Consultant - SAP Service Cloud Questions and Answers

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Questions # 21:

You have determined that one of your products has a known fault. You want to ensure that all cases

with that product are automatically assigned to the escalation team. Which feature in SAP Service

Cloud Version 2 would you use to do this?

Options:
A.

Notifications

B.

Case routing

C.

SLA

D.

Service categories

Expert Solution
Questions # 22:

Which options do you have to connect an existing ticket to another ticket? Note: There are 3correct answers to this question.

Options:
A.

Maintain the ticket hierarchy.

B.

Run an action for grouping tickets.

C.

Use the Subticket tab to add a ticket.

D.

Define a multi-step approval process.

E.

Create an activity plan for an object ticket.

Expert Solution
Questions # 23:

Which options can be used to control the access rights of a user? Note: There are 2correct answers to this question.

Options:
A.

Create territory hierarchy levels

B.

Remove the personal data from the business user

C.

Assign employee to an organizational unit

D.

Assign restriction rules

Expert Solution
Questions # 24:

Which of the following describes how permissions work in SAP Service Cloud?

Options:
A.

Restricted access rights override any unrestricted access you have defined.

B.

Unrestricted access rights override any restrictions you have defined.

C.

If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no access.

D.

You can decide if the access rights should override any defined restrictions for each view.

Expert Solution
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