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NEW QUESTION # 54
What steps must the administrator perform to give service agents access to knowledge base articles? Note: There are 2 correct answers to this question.
Answer: A,B
Explanation:
To give service agents access to knowledge base articles in SAP Service Cloud Version 2, administrators need to perform specific configurations within the system. This involves maintaining the settings for the knowledge base provider, which could be an internal solution or a third-party service integrated with SAP Service Cloud.
By properly configuring these settings, the system can connect to the knowledge repository and retrieve relevant articles. Additionally, setting up the knowledge base articles within SAP Service Cloud is essential.
This setup includes defining article structures, content, and access permissions to ensure that agents can efficiently find and utilize the information to assist customers, thereby enhancing the quality and speed of service
NEW QUESTION # 55
You have integrated Microsoft Teams with SAP Service Cloud Version 2.
Where can service agents start sharing workspaces for cases by clicking on the Share Workspace icon? Note: There are 2 correct answers to this question.
Answer: B,C
NEW QUESTION # 56
Which configuration steps are mandatory to link customer e-mails with cases? Note: There are 2 correct answers to this question.
Answer: B,C
Explanation:
To link customer e-mails with cases, you need to do the following configuration steps in SAP Service Cloud Version 2:
Maintain and activate at least one e-mail channel: You need to create an e-mail channel for each support e-mail address that you want to use to communicate with your customers. You also need to configure the settings for the e-mail channel, such as the technical e-mail address, the sender name, the sender e-mail address, and the reply-to e-mail address. You also need to verify and activate the e-mail channel, so that the incoming e-mails are forwarded from your company's e-mail server to the tenant's technical e-mail address.
Create a case routing rule: You need to create a case routing rule for each e-mail channel, to define how the incoming e-mails are processed and assigned to cases. You can specify the criteria for the case routing rule, such as the e-mail channel, the sender e-mail address, the subject, or the body of the e-mail.
You can also specify the actions for the case routing rule, such as creating a new case, updating an existing case, assigning a case type, assigning a team or a processor, or sending an auto-reply e-mail. References = Configuring Email, section Communication Channel Configuration - Email; Providing Expedited Service, section Inbound Email Linked to a Case.
NEW QUESTION # 57
Which of the following standard charts are available in the All Cases worklist? Note: There are 3 correct answers to this question.
Answer: B,D,E
Explanation:
Standard charts in the All Cases worklist include:
* Cases by Priority (B): Visualizes case distribution by urgency levels.
* Cases by Category (C): Groups cases based on their service type or issue category.
* Cases by SLA (D): Tracks compliance with service level agreements.
Why other options are incorrect:
* A. Cases by Source/Channel: Not a default chart (may require customization).
* E. Cases by Service Team: Typically configured via custom reporting.
References:
* SAP Service Cloud User Guide: "Standard Analytics in Case Worklist".
NEW QUESTION # 58
What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.
Answer: A,B,E
Explanation:
Microsoft Teams integration in SAP Service Cloud enables:
* Sharing workspaces (A) for collaborative case resolution.
* Handing over cases (B) to other agents via Teams.
* Creating appointments (C) in Teams calendars linked to case timelines.
* Sending emails (D) and outbound calls (E) are handled via Service Cloud tools, not Teams integration.
References:
* SAP Help Portal: Microsoft Teams Integration
* SAP Documentation: Collaboration with Teams
NEW QUESTION # 59
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