Question 1

What are some SAP-recommended guiding principles to achieve clean core operations? Note: There are 3 correct answers to this question.

Options :

A : Integrate clean core practices in the end-to-end value process chain.

B : Define roles and responsibilities as part of a process transformation office.

C : Establish an organizational structure, technical foundation, and transformation methodology for clean core.

D : Establish release management.

E : Establish regular housekeeping tasks and procedures.

Answer: A,C,D

Question 2

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

Options :

A : Manually by performing a customer identification via Agent Desktop

B : Manually by navigating into the Customer Hub app from the menu

C : Automatically when an incoming phone call from a known customer is accepted

D : Automatically when there is an incoming phone call

Answer: A,C

Question 3

You cannot access cases in SAP Service Cloud Version 2. What could be the reason?

Options :

A : Access to the Case app is NOT enabled for the business user.

B : Access rights are directly assigned to the business user.

C : The employee is not assigned to the correct business role.

D :

Answer: A,C

Question 4

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 5

You want to assign employees to multiple organizational units. Which action needs to be performed to achieve this?

Options :

A : Assign employees directly to different organizational objects.

B : Enable the Primary flag in the organization unit.

C : Acquire an additional license for the required add-on.

D : Assign the employee at company level.

Answer: A

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