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Which milestone can you use for service levels?
For service levels in SAP Service Cloud Version 2, the 'Initial review date' is a significant milestone that can be used to track and manage service commitments. This milestone marks the scheduled date for an initial evaluation or review of the service provided, ensuring that service level agreements (SLAs) are being met and that any issues are identified and addressed in a timely manner. This helps in maintaining high service standards and customer satisfaction.
Where can you find existing cases in SAP Service Cloud Version 2? Note: There are 2 correct answers
to this question.
You can find existing cases in SAP Service Cloud Version 2 in two ways:
In theMy Cases Summarycard available in thehome page. This card shows you the number of cases assigned to you, grouped by priority and status. You can click on any of the numbers to open a list of the corresponding cases. You can also click on theView Allbutton to see all your cases in a table view.
What are the prerequisites for integrating external systems into Agent Desktop? Note: There are 2
correct answers to this question.
Which capability ensures service agents send e-mail responses with the correct corporate branding?
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.
According to the SAP Service Cloud Version 2 learning resources, to enable service agents to access and perform actions in an external solution, such as SAP S/4HANA Service, from a specific case type, the administrator has to do the following steps:
Create a mashup to embed the web page of the external solution. A mashup is a way to integrate data or functionality from another web application into SAP Service Cloud Version 2. The mashup can be configured to pass input parameters from the case to the external solution, such as the case ID, the account ID, or the product ID.
Use the web page URL of the external solution for extracting input parameters in the mashup. The web page URL of the external solution is the source of the mashup, and it can be used to define the input parameters that the mashup will send to the external solution. For example, if the web page URL of the external solution ishttps://s4hana-service.com/create-order?caseId={caseId}&accountId={accountId}, then the mashup can use the placeholders{caseId}and{accountId}to extract the values from the case and pass them to the external solution.
Include a dedicated step pointing to the mashup in one of the phases of the case type. A case type is a template that defines the phases and steps that a case goes through from creation to closure. A step is a specific action that a service agent can perform on a case, such as sending an email, creating a task, or launching a mashup. By including a dedicated step pointing to the mashup in one of the phases of the case type, the administrator can enable the service agents to access the external solution from the case screen.
The other options are not correct because:
Developing a custom business object is not necessary to access an external solution from a case type. A custom business object is a way to extend the data model of SAP Service Cloud Version 2 by creating new entities and fields that are not available in the standard solution.
