For service levels in SAP Service Cloud Version 2, the "Initial review date" is a significant milestone that can be used to track and manage service commitments. This milestone marks the scheduled date for an initial evaluation or review of the service provided, ensuring that service level agreements (SLAs) are being met and that any issues are identified and addressed in a timely manner. This helps in maintaining high service standards and customer satisfaction.
Question 47
You have created and activated a new case type, but you forgot to assign a service catalog to it. How can you assign a service catalog to your new case type?
Correct Answer: D
In SAP Service Cloud Version 2, when a new case type is created and activated without assigning a service catalog, the recommended approach to address this oversight is to utilize the "Create New Version" action. This action allows administrators to create a new iteration of the existing case type, wherein the necessary service catalog can be assigned. Following the assignment of the service catalog, this new version of the case type can then be activated, effectively updating the case type configuration to include the previously omitted service catalog. This process ensures that the case type is correctly configured with all required components, including the service catalog, without the need to deactivate or delete the original case type
Question 48
Which of the following objects can you assign to an installed base at item level? Note: There are 2 correct answers to this question.
Correct Answer: B,D
Question 49
How can service agents create cases? Note: There are 2 correct answers to this question.
Correct Answer: A,B
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".
Question 50
Which of the following blocks are available in the validation editor? Note: There are 2 correct answers to this question.
Correct Answer: B,D
The validation editor is a tool that allows you to create custom logic to validate data and display error or warning messages based on certain conditions. The validation editor has four types of blocks: Message, Condition, Action, and Workflow. However, only the Message and Condition blocks are available for creating validations. The other two blocks are used for creating determinations, which are different from validations. The Message block is used to define the type, text, and severity of the message that will be displayed to the user when the validation is triggered. You can choose between Error, Warning, or Information messages, and customize the message text according to your needs. The severity of the message determines whether the user can proceed with the save action or not. For example, an Error message will prevent the user from saving the data, while a Warning message will allow the user to save the data with a confirmation. The Condition block is used to specify the criteria that will trigger the validation. You can use various operators and expressions to define complex conditions based on the data in the fields. You can also use logical connectors such as AND, OR, and NOT to combinemultiple conditions. For example, you can create a condition that checks if the status of a case is Closed and the resolution is empty, and then display an error message to the user. References = Creating Block Based Validation in SAP Service Cloud Version 2, Working with Validations in the Service Cloud V2 Using Code Blocks, Solution Guide for SAP Service Cloud Version 2
