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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.
To enable service agents to access and perform actions in an external solution for a specific case type, administrators must create a mashup to embed the web page of the external solution to integrate it into the Agent Desktop. They should use the web page URL of the external solution for extracting input parameters in the mashup to pass case-specific data. Additionally, including a dedicated step pointing to the mashup in one of the phases of the case type ensures agents can access the external solution during case processing. According to SAP documentation, 'Creating a mashup, configuring its URL parameters, and integrating it into the case type via a dedicated step are required for external solution access.'
Developing a custom business object (A) is unnecessary for this scenario. Defining a custom screen for the mashup (D) is not a standard requirement.
SAP Help Portal: Mashup Configuration in SAP Service Cloud V2
SAP Community: External Solution Integration
What is the only way to change an active case type?
In SAP Service Cloud Version 2, once a case type is active, it cannot be directly modified. The only way to change an active case type is to perform the Create New Version action. This action creates a new version of the case type, allowing administrators to make changes while preserving the original. According to SAP documentation, 'To modify an active case type, you must create a new version using the Create New Version action, as direct changes to active case types are not permitted.'
It is not possible to change an existing case type (A) is incorrect, as creating a new version is allowed. Using the Draft status (B) applies to new case types, not active ones. Copying an existing case type (C) creates a separate case type, not a modification of the active one.
SAP Help Portal: Case Type Configuration in SAP Service Cloud V2
SAP Learning: Managing Case Types
You have configured the Service Level Agreements and their determination rules, but they are not derived in the case. Which of the following could be a reason for this? Note: There are 2 correct answers to this question.
Which milestone can you use for service levels?
Which configuration steps are mandatory to link customer emails with cases? Note: There are 2 correct answers to this question.
