Question 1

Which elements are used to calculate the due dates defined in Service Level Agreements? Note: There are 2 correct answers to this question.

Options :

A : Service contract

B : Working calendar

C : Maintenance plan

D : Operating hours

Answer: B,D

Question 2

To which objects can you assign employees in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

Options :

A : Accounts

B : Service levels

C : Response templates

D : Registered products

Answer: A,D

Question 3

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

Options :

A : Make outbound calls.

B : Create appointments.

C : Share workspaces.

D : Send emails to customers.

E : Hand over cases.

Answer: A,B,C

Question 4

What steps are required to convert incoming emails into cases? Note: There are 2 correct answers to this question.

Options :

A : Enable the email channel within the CTI configuration.

B : Create an email channel for the object type Cases and enter the default case type to be used.

C : Define the default email template for incoming enquiries.

D : Create and activate a case type.

Answer: B,D

Question 5

You want to assign a value to a specific field based on another field value calculation. Which of the following can you create to enable the field calculation?

Options :

A : A workflow

B : A field attribute

C : A determination

D : An autoflow

Answer: C

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