What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.

• A.Share workspaces.
• B.Hand over cases.
• C.Create appointments.
• D.Send e-mails to customers.
• E.Make outbound calls.

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How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.

• A.Automatically when there is an incoming phone call
• B.Manually by navigating into the Customer Hub app from the menu
• C.Manually by performing a customer identification via Agent Desktop
• D.Automatically when an incoming phone call from a known customer is accepted

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Which objects are determined when you are using case routing in SAP Service Cloud Version 2?Note: There are 2 correct answers to this question.

• A.Employee
• B.Service category
• C.Account
• D.Service team

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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.

• A.Registered products
• B.Maintenance plan
• C.Service orders
• D.Cases

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You have configured the Service Level Agreements and their determination rules, but they are not derived in the case. Which of the following could be a reason for this? Note: There are 2 correct answers to this question.

• A.The determination rules have been configured but not activated.
• B.Service Level Agreements are not configured in fine-tuning.
• C.A workflow rule was not scheduled to trigger the determination.
• D.Service Level Agreements are not activated as a service.

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