Which elements can you use to define a service level? Note: There are 2 correct answers to this question.

• A.Maintenance plan
• B.Completion due on
• C.Day of the week
• D.Priority

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Service agents working on a specific case type in SAP Service Cloud Version 2 need to access and perform defined actions in an external solution. What steps must an administrator perform to make this possible? Note: There are 3 correct answers to this question.

• A.Develop a custom business object.
• B.Include a dedicated step pointing to the mashup in one of the phases of the case type.
• C.Use the web page URL of the external solution for extracting input parameters in the mashup.
• D.Define a custom screen for the mashup.
• E.Create a mashup to embed the web page of the external solution.

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Which of the following describe how access restrictions are governed in SAP Service Cloud Version 2?

• A.Unrestricted access rights override any restrictions you have defined.
• B.You can decide if access rights override any restrictions you have defined.
• C.Restricted access rights override any unrestricted access you have defined.
• D.If the access rights are contradictory, the system automatically grants no access.

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

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What are the effects of using the depersonalization settings on employee data?

• A.Personal data gets replaced with XXXX.
• B.Employee data gets hidden.
• C.Personal data gets archived.
• D.Employee data is stored securely.

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