Which of the following are the correct types of usage of an installed base? Note: There are 2 correct
answers to this question.
B, D
Explanation:
In SAP Service Cloud Version 2, an installed base is used to manage customer equipment and assets.
Tracking installed assets is a primary function, as it allows organizations to maintain a record of
customer-owned products or equipment, including details like serial numbers and locations.
Assigning to a case is another key usage, enabling service agents to link a case to a specific installed
base for accurate service delivery and tracking. According to SAP documentation, "An installed base
represents a grouping of products installed at a customer location and can be associated with cases
for service requests."
Tracking measuring points (A) is related to equipment monitoring in SAP S/4HANA, not a direct
function of installed bases in Service Cloud V2. Assigning warranties (C) is managed through
registered products, not installed bases.
Reference:
SAP Help Portal: Installed Base Management in SAP Service Cloud V2
SAP Learning: Asset and Installed Base Configuration
To which objects can you assign employees in SAP Service Cloud Version 2? Note: There are 2 correct
answers to this question.
A, D
Which actions are prerequisites for using registered products? Note: There are 2 correct answers to
this question.
A, B
Explanation:
To use registered products in SAP Service Cloud V2, using existing customer records is a prerequisite,
as registered products must be associated with a customer (account or contact) to track ownership.
Additionally, creating an installed base is required, as registered products are typically grouped
within an installed base to manage customer assets. According to SAP documentation, "Registered
products are linked to customer records and installed bases to enable service processes like case
management."
Creating numeric ranges for customers (C) is not relevant to registered products. Activating the
service in the business role (D) is necessary for accessing features but is not a direct prerequisite for
using registered products.
Reference:
SAP Help Portal: Registered Products in SAP Service Cloud V2
SAP Learning: Product and Installed Base Setup
Which of the following rule options can be implemented to automatically assign a case?
B, C
Explanation:
Automatic case assignment in SAP Service Cloud V2 can be achieved using Case routing rules, which
allow administrators to define conditions (e.g., case type, priority) to route cases to specific
employees or teams. Autoflow is another option, as it supports automation of case assignments by
triggering actions based on predefined conditions. According to SAP documentation, "Case routing
rules and autoflows enable automatic assignment of cases to employees or teams based on business
logic."
Validation (A) is used to check data integrity, not for assignment. BRF+ (D) is a business rule
framework used in other SAP systems but not directly in Service Cloud V2 for case assignment.
Reference:
SAP Help Portal: Case Routing and Autoflow Configuration
SAP Community: Automation in SAP Service Cloud V2
What steps must an administrator perform to enable the phone channel in the Agent Desktop? Note:
There are 2 correct answers to this question.
B, D
Which of the following features are available in the adaptation tool? Note: There are 2 correct
answers to this question.
BC
Which element can be used to restrict access to views?
A
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
You are setting up an organizational structure for a new implementation. Which of the following is
possible while performing this task?
B
Which of the following AI features can you activate in SAP Service Cloud Version 2? Note: There are 2
correct answers to this question.
A, C
Explanation:
SAP Service Cloud V2 includes AI features to enhance agent productivity. The Email Drafter uses AI to
generate draft email responses based on case context, improving efficiency. Similar Case
Recommendation leverages AI to suggest related cases, helping agents resolve issues faster by
referencing past solutions. According to SAP documentation, "AI features like Email Drafter and
Similar Case Recommendation are available to streamline service processes."
Product Proposal (B) is a feature in SAP Sales Cloud, not Service Cloud V2. Validation Rules (D) are
not AI-driven but part of standard configuration.
Reference:
SAP Help Portal: AI Features in SAP Service Cloud V2
SAP Community: AI Capabilities in Service Cloud
Which of the following API types does SAP recommend to achieve clean core integrations? Note:
There are 2 correct answers to this question.
C, D
Explanation:
For clean core integrations, SAP recommends using modern, standards-based APIs like SOAP and
OData. These API types ensure interoperability, scalability, and alignment with SAP’s clean core
strategy, which emphasizes minimal customizations and standardized integrations. According to SAP
documentation, "SAP recommends using OData and SOAP APIs for clean core integrations to
maintain system extensibility and future-proofing."
RFC (A) and IDoc (B) are legacy integration methods that do not align with the clean core approach
due to their complexity and lack of flexibility.
Reference:
SAP Help Portal: Clean Core Integration Strategy
SAP Community: API Integration in SAP Cloud Solutions