What options are available to automatically assign an employee or team to a case? Note: There are 2 correct answers to this question.
Correct Answer: B,C
According to the SAP Service Cloud Version 2 documents and learning resources, you can use the following options to automatically assign an employee or team to a case: Set up rule(s) for case routing to employees. You can configure case routing rules to assign cases to specific employees based on various attributes of the case, such as subject, priority, channel, or category. You can also use master data such as account, contact, product, or organization as attributes for case routing rules. You can maintain case routing rules for employees in the Settings > Cases > Case Routing to Employees view. Set up rule(s) for case routing to teams. You can also configure case routing rules to assign cases to teams based on the same attributes as for employees. You can maintain case routing rules for teams in the Settings > Cases > Case Routing to Team view. The other options are not correct because: Define case types and assign responsible teams and employees. You can define case types to model different types of service workflows based on your business processes. You can add phases, steps, approvals, and automated flows to each case type. However, defining case types and assigning responsible teams and employees does not automatically assign an employee or team to a case. You still need to set up case routing rules to do that. Set up rules with BRF+. BRF+ is a tool that allows you to create and maintain business rules in a graphical user interface. You can use BRF+ to define complex rules for various scenarios, such as pricing, output management, or workflow. However, BRF+ is not used to automatically assign an employee or team to a case in SAP Service Cloud Version 2. You need to use case routing rules for that purpose. References = Configuring Case Routing Rules, Creating a Case Type, Business Rule Framework plus (BRFplus)
Question 72
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.
Correct Answer: B,C
According to the SAP Service Cloud Version 2 documents and learning resources, you can do the following things with Agent Desktop in SAP Service Cloud Version 2: * Create accounts and contacts. Agent Desktop allows you to create and maintain master data for accounts and contacts, which are essential for managing customer relationships and service requests. You can also view and edit the account hierarchy, the contact roles, and the communication preferences of the accounts and contacts. * Use a mashup to execute transactions in other SAP solutions. Agent Desktop enables you to integrate with other SAP solutions, such as SAP S/4HANA Service, SAP Field Service Management, or SAP Marketing Cloud, by using mashups. Mashups are web pages that are embedded in the Agent Desktop and can pass input parameters from the service objects, such as cases, tickets, or registered products, to the external solutions. You can use mashups to perform actions in the external solutions, such as creating a service order, scheduling a service appointment, or launching a marketing campaign, without leaving the Agent Desktop. The other options are not correct because: * Creating installed bases is not possible with Agent Desktop in SAP Service Cloud Version 2. Installed bases are collections of products that are installed at a customer site and require service or maintenance. Installed bases are created and managed in the Installed Base work center, which is not part of the Agent Desktop. * Assigning products to existing accounts is not possible with Agent Desktop in SAP Service Cloud Version 2. Products are items that are sold or serviced by your company, and they can be assigned to accounts or contacts as attributes. Products are assigned and maintained in the Products work center, which is not part of the Agent Desktop. References = Introducing Agent Desktop in SAP Service Cloud Version 2, Using Agent Desktop with SAP Service Cloud, Description SAP Service Cloud Version 2 Feature Scope, Agent Console Add-On for SAP Service Cloud Agent Desktop in SAP Service Cloud Version 2 is a versatile tool that enables service agents to perform a variety of tasks efficiently. Among its capabilities, creating accounts and contacts directly from the interface stands out as a fundamental feature, allowing agents to manage customer information seamlessly. Additionally, the Agent Desktop supports the use of mashups, which are integrations with external applications or web content. These mashups enable agents to execute transactions or access data in other SAP solutions without leaving the Agent Desktop environment, thereby enhancing productivity and providing a unified user experience
Question 73
How can you adapt the status schema of a case type? Note: There are 2 correct answers to this question.
Correct Answer: A,C
Question 74
Which elements can be used to determine the reaction time in Service Level Agreements? Note: There are 2 correct answers to this question.
Correct Answer: A,C
In determining the reaction time for Service Level Agreements (SLAs) within SAP Service Cloud Version 2, "Priority" and "Case types" are key elements. The priority assigned to a case can directly influence the reaction time, with higher priority cases typically requiring faster response times. Case types also play a crucial role, as different types of cases may have varying levels of urgency and complexity, which can affect the expected reaction time. These elements help in setting appropriate response expectations and ensuring that cases are handled according to their significance and requirements.
