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SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2 Sample Questions (Q63-Q68):

NEW QUESTION # 63
Which of the following actions can a service agent perform in the Customer Hub in Agent Desktop? Note: There are 3 correct answers to this question.

A. Create a new e-mail message or a new case from the What Would You Like To Do? area
B. Launch a customer survey
C. Access interactions and notes in the timeline tab
D. Edit customer details
E. View customer details

Answer: A,C,E

NEW QUESTION # 64
Which of the following account types can be used in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Contacts
B. Channel partners
C. Groups
D. Individual customers

Answer: A,D

NEW QUESTION # 65
Which of the following objects can be displayed in the Entities facet of the Customer Hub screen? Note: There are 2 correct answers to this question.

A. Maintenance plan
B. Service orders
C. Cases
D. Registered products

Answer: C,D

NEW QUESTION # 66
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note: There are 2 correct answers to this question.

A. Obtain API token credentials from the CTI provider.
B. Add the phone channel to the live interaction widget.
C. Integrate with a third-party Computer Telephony Integrator (CTI) provider.
D. Add a mashup service in Agent Desktop.

Answer: B,C

NEW QUESTION # 67
Which of the following features are available in the adaptation tool? Note: There are 2 correct answers to this question.

A. Add a new field
B. Add a new button
C. Create a new URL mashup
D. Change the field label

Answer: A,B

NEW QUESTION # 68
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