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?

• A.Case routing
• B.Service categories
• C.SLA
• D.Notifications

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You want to use CTI with automatic creation of interaction logs within the Agent Desktop. Which of the following activation steps are mandatory? Note: There are 2 correct answers to this question.

• A.Maintain mapping table for CTI and SAP Service Cloud Solution
• B.Enable Activity Creation
• C.Maintain Provider ID
• D.Enable Microsoft Teams Integration for Activities

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Which of the following steps are required to set up SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

• A.Log in with an initial user
• B.Create an organizational structure
• C.Assign employees to organizational units
• D.Create business roles

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Which actions are prerequisites for using registered products? Note: There are 2 correct answers to this question.

• A.Use existing customer records
• B.Create an installed base
• C.Create numeric ranges for customers
• D.Activate the service in the business role

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Which capability ensures service agents send e-mail responses with the correct corporate branding?

• A.Workflow rules
• B.Autoflow
• C.E-mail templates
• D.Determination rules

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