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SAP Certified Application Associate – SAP Service Cloud 2111 Sample Questions (Q29-Q34):

NEW QUESTION # 29
Which of the following options are possible for permissions?

• A. You can decide, per view, if the access rights should override any restrictions you have defined or not.
• B. If an activity is contained in multiple views and the access rights are contradictory, the system automatically grants no access.
• C. Restricted access rights override any unrestricted access you have defined.
• D. Unrestricted access rights override any restrictions you have defined.

Answer: A
NEW QUESTION # 30
Which elements can be used to restrict access to views? Note: There are 2 correct answers to this question.

• A. Territories
• B. Field extensions
• C. Business roles
• D. Code list restrictions

Answer: A,C
NEW QUESTION # 31
Which action should an administrator take to get a system bug fixed within SAP Service Cloud?

• A. Document an influencer story.
• B. Report a ticket.
• C. Send an e-mail to SAP Cloud Support.
• D. Create an incident.

Answer: D
NEW QUESTION # 32
What can the service categories in the service catalog be used for? Note: There are 3 correct answers to this question.

• A. Determining fine-tuning settings
• B. Controlling responsibility
• C. Reporting
• D. Controlling validity of the service catalog
• E. Determining service level assignments

Answer: C,D,E
NEW QUESTION # 33
You set up an e-mail channel to process incoming tickets and create new customers for unknown senders. Which action should you take if you would rather route unknown senders to a common inbox (Unassociated E-mails)?

• A. Switch from channel direction outbound to inbound.
• B. Switch from channel direction inbound to outbound.
• C. Switch from channel type B2C to B2B.
• D. Switch from channel type B2B to B2C.

Answer: D
NEW QUESTION # 34
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