Question 1

Which of the following parameters can be maintained by the administrator when configuring a new e-mail channel? Note: There are 3 correct answers to this question.

Options :

A : Reply to default

B : Channel type

C : Mashup service

D : Channel email ID

E : Case type

Answer: A,B,E

Question 2

Which of the following describe how access restrictions are governed in SAP Service Cloud Version2?

Options :

A : Unrestricted access rights override any restrictions you have defined.

B : Restricted access rights override any unrestricted access you have defined.

C : End users can decide if access rights override any restrictions.

D : If the access rights are contradictory, the system automatically grants no access.

Answer: A

Question 3

For which objects can you utilize categories in service catalogs? Note: There are 2 correct answers to this question.

Options :

A : Tasks

B : Phone calls

C : Cases

D : Registered products

Answer: A,C

Question 4

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

Options :

A : Activate the service in the business role

B : Create customer records

C : Create numeric ranges for customers

D : Create an installed base

Answer: A,D

Question 5

Which options can be used to control the access rights of a user? Note: There are 2 correct answers to this question

Options :

A : Remove personal data from the business user

B : Assign employee to organizational unit

C : Assign restriction rules

D : Create territory hierarchy levels

Answer: B,C

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