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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q23-Q28):

NEW QUESTION # 23
How can you adapt the status schema of a case type? Note: There are 2 correct answers to this question.

A. Copy an existing status schema.
B. Change the existing status schema.
C. Create a new version of a status schema.
D. Add or remove statuses in the existing status schema.

Answer: B,C

NEW QUESTION # 24
Where are employee working hours maintained?

A. Holiday calendar
B. Business user data
C. Employee data
D. Business role

Answer: C

Explanation:
Employee working hours in SAP Service Cloud V2 are maintained in the Employee data. This includes details such as working hours, time zones, and availability, which are used for scheduling and case routing. According to SAP documentation, "Under the Operating Hours, you can define the working hours of the service agent" within the employee data settings.
Holiday calendar (A) defines non-working days, not individual hours. Business role (B) manages access rights, not working hours. Business user data (D) includes user credentials but not working hour details.
Reference:
SAP Community: Service Level Agreement in SAP Cloud for Customer community.sap.com SAP Help Portal: Employee Data Configuration

NEW QUESTION # 25
Which of the following actions can be performed in relation to registered products? Note: There are 2 correct answers to this question.

A. Define an expiration date
B. Establish a hierarchy
C. Maintain a bill of materials
D. Assign a technician

Answer: B,D

NEW QUESTION # 26
What can the categories in the service catalog be used for? Note: There are 3 correct answers to this question.

A. Case responsibility determination
B. A filter option for the case summary
C. Service level determination
D. To control validity of the service catalog
E. Business role assignment

Answer: A,B,D

NEW QUESTION # 27
Which element can be used to restrict access to views?

A. Code list restrictions
B. Determination rules
C. Field attributes
D. Business roles

Answer: D

Explanation:
Access to views in SAP Service Cloud V2 is restricted using business roles. Business roles define the permissions and access rights for users, including which views (e.g., case lists, account details) they can access. According to SAP documentation, "Business roles are used to control access to specific views and objects, ensuring users only see relevant data." Determination rules (B) are used for field value calculations, not view access. Code list restrictions (C) limit dropdown values, not views. Field attributes (D) control field properties, not view-level access.
Reference:
SAP Help Portal: Business Role Configuration in SAP Service Cloud V2
SAP Learning: Access Management

NEW QUESTION # 28
......

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