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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Sample Questions (Q24-Q29):

NEW QUESTION # 24
Which steps do you need to automatically create a service ticket when an email comes in? Note: There are 3 correct answers to this question.

A. Create an email template for responses.
B. Create an account with the email address of the customer.
C. Set scoping ques-tions and outgoing email details in fine-tuning.
D. Configure the email address in the communication channel.
E. Set up service categories and service catalogs.

Answer: C,D,E

NEW QUESTION # 25
Which options do you have to connect an existing ticket to another ticket? Note: There are 3 correct answers to this question.

A. Create an activity plan for an object ticket.
B. Define a multi-step approval process.
C. Use the Subticket tab to add a ticket.
D. Maintain the ticket hierarchy.
E. Run an action for grouping tickets.

Answer: C,D,E

NEW QUESTION # 26
What can you do with the add-in for Microsoft Outlook? Note: There are 2 correct answers to this question.

A. Add an account team member
B. Add a reference to a service contract
C. Use email as a response to a ticket
D. Add a reference to an account

Answer: B,D

NEW QUESTION # 27
Which access restriction types are available in SAP Service Cloud? Note: There are 3 correct answers to this question.

A. Define Specific Restriction
B. Unrestricted
C. No Access
D. Restricted
E. Full Access

Answer: C,D,E

NEW QUESTION # 28
Which key scoping elements can be defined under the Business Configuration work center in SAP Service Cloud?

A. Countries, business processes, business users
B. Countries, scoping, live activity configuration
C. Countries, scoping, activating dashboard designer
D. Countries, business processes, integrations

Answer: D

NEW QUESTION # 29
......

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