Implementation Consultant - SAP Service Cloud Version 2 Demo Questions

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Implementation Consultant - SAP Service Cloud Version 2 Sample Questions:

Question: 1) How can service agents create cases? (2 correct)
1.) In Agent Desktop, click the Create button (+) and select Case.
2.) In the Account General facet, Create button (+) and select Case.
3.) In the Related Service Object facet of registered products, Create button (+) and select Case.
4.) In the case worklist, Create button (+) and select Case

Question: 2) What information can be maintained in the Related Objects facet of a case? (3 correct)
1.) Registered products
2.) Installed bases
3.) Installation points
4.) Registered products and installed bases related to the account only
5.) Products

Question: 3) Which of the following blocks are available in the validation editor? (2 correct)
1.) Workflow
2.) Message
3.) Action
4.) Condition

Question: 4) You have determined that one of your products has a known fault. You want to ensure that all cases with that product are automatically assigned to the escalation team. Which feature in SAP Service Cloud Version 2 would you use to do this?
1.) Notifications
2.) Case routing
3.) SLA
4.) Service categories

Question: 5) Which elements can be used to determine the reaction time in Service Level Agreements? (2 correct)
1.) Priority
2.) Sales contract
3.) Case types
4.) Maintenance plan

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