Which of the following can you use to explore released APIs?

A. SAP Business Accelerator Hub

B. SAP Integration Suite

C. SAP Application Interface Framework

Service agents working on a specific case type in SAP Service Cloud Version 2 need to access and perform defined actions in an external solution. What steps must an administrator perform to make this possible? Note: There are 3 correct answers to this question.

A. Develop a custom business object.

B. Include a dedicated step pointing to the mashup in one of the phases of the case type.

C. Use the web page URL of the external solution for extracting input parameters in the mashup.

D. Define a custom screen for the mashup.

E. Create a mashup to embed the web page of the external solution.

Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.

A. Responsible employee

B. Contact

C. Account hierarchy

D. Service Team

What is the only way to change an active case type?

A. It is not possible to change an existing case type.

B. Use the Draft status.

C. Copy an existing case type.

D. Perform the Create New Version action.

Which of the following rule options can be implemented to automatically assign a case?

A. Validation

B. Case routing

C. Autoflow

D. BRF+

Which access restriction types are available in SAP Service Cloud Version 2? Note: There are 3 correct answers to this question.

A. Unrestricted

B. Define specific restriction

C. No access

D. Full access

E. Restricted

What are the effects of using the depersonalization settings on employee data?

A. Personal data gets replaced with XXXX.

B. Personal data gets archived.

C. Employee data gets hidden.

D. Employee data is stored securely.

You want to use CTI with automatic creation of interaction logs within the Agent Desktop. Which of the following activation steps are mandatory? Note: There are 2 correct answers to this question.

A. Maintain mapping table for CTI and SAP Service Cloud Solution

B. Enable Activity Creation

C. Maintain Provider ID

What are the prerequisites for integrating external systems into the Agent Desktop? Note: There are 2 correct answers to this question.

A. SAP Build Apps

B. SAP Cloud Integration

C. SAP Event Mesh

D. SAP Business AI

Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.

A. Send event email template

B. Send info notifications

C. Send event notifications

D. Send object update

E. Send emails

Where are employee working hours maintained?

A. Holiday calendar

B. Business role

C. Employee data

D. Business user data

Which of the following options are correct to display warning messages for escalated cases? Note: Scroll down to view all possible answer options.

A. Option A

B. Option B

C. Option C

D. Option D