To enable and utilize the case management functionality in SAP Service Cloud Version 2, two fundamental activities are required. First, the corresponding business option for 'Case Management' must be activated within the project scope. This makes the feature technically available in the system. Second, business roles must be configured to grant users the necessary permissions to access the 'Cases' work center and perform actions like creating, viewing, and editing cases. Without these roles, users cannot interact with the functionality even if it is scoped into the solution.

B. Maintain Business Users: While users are needed to work on cases, creating users is a general administrative task for the entire system, not a specific prerequisite for enabling the case functionality itself.

C. Set Up Product Lists: Setting up product lists is a specific configuration step to categorize cases, but it is not a mandatory prerequisite. The core case management functionality can be used without product lists.

1. SAP Help Portal, SAP Service Cloud Version 2, "Set-Up and Administration Guide":

Reference for A (Activate Scoping Items): The guide details the initial setup process, starting with the "Project Scope". In this phase, administrators must select the business areas to be implemented, such as "Service," which includes "Case Management." This step is mandatory to make the functionality available. (See section on "Scoping Your Solution").

Reference for D (Set Up Business Roles): The guide's section on "User and Access Management" explains that access to work centers and their views is controlled by business roles. To allow a user to work with cases, a business role with authorizations for the "Cases" work center must be created and assigned to that user. (See section on "Business Roles").

2. SAP Learning, Course C4H560 - SAP Service Cloud Version 2:

Reference for A & D: The course content for implementation and administration explicitly covers the sequence of activities. It emphasizes that solution scoping is the first step to enable any business process, followed by user and authorization setup via business roles to grant access to the scoped features. (See Unit: "Setting Up SAP Service Cloud Version 2", Lesson: "Scoping and Configuration" and "User Management").

In SAP Sales and Service Cloud, the standard process for warranty creation is automated. When a Registered Product is created for a customer, the system automatically determines and generates the appropriate warranty. This determination is based on the warranty template assigned to the corresponding product in the product master data. The system then uses reference dates from the newly created Registered Product (such as installation or delivery date) to calculate the specific warranty start and end dates for that unique item.

A. Create a Registered Product for a Customer Account. Maintain the Warranty field and then save.

This describes a manual assignment, which is a possible secondary action, but the primary, standard process is automatic determination, not manual maintenance.

B. Create a Registered Product for an organization. Maintain the Warranty field and then save.

This is incorrect for the same reason as option A. It describes a manual process and is also unnecessarily restrictive by specifying only an "organization."

D. Copy an existing Warranty to a new Individual Customer, alter the conditions and then save.

This process is incorrect because warranties are fundamentally linked to a specific product instance (the Registered Product), not just to a customer.

1. SAP Help Portal, SAP Sales and Service Cloud, "Warranties":

Section: Warranties

Content Reference: The documentation explicitly states, "When you create a registered product, the system automatically determines the warranty based on the product and party entitled to service, and assigns it to the registered product. The system determines the warranty based on the product master data. You can assign a warranty to a product on the product master data." This directly supports the automatic generation described in option C.

2. SAP Help Portal, SAP Sales and Service Cloud, "Registered Products":

Section: Registered Products

Content Reference: The documentation on creating Registered Products details the fields and processes involved. It outlines that the "Warranty" field is populated through a determination process linked to the product master, reinforcing that the creation is an automated background step rather than a direct manual entry as suggested by options A and B.

The organizational structure in SAP Sales Cloud uses functions to define the purpose of each organizational unit. The "Reporting Line" function is specifically used to create the managerial hierarchy. This hierarchy is fundamental for system processes that require selection based on reporting relationships, such as defining access contexts for managers to see their team's data, filtering analytical reports, and routing approval tasks. Therefore, using the Reporting Line function for selection is a core capability of the system.

A. Make sure that each organizational unit can have only one function at a time.

This is incorrect. An organizational unit can be assigned multiple functions simultaneously (e.g., Sales, Service, Marketing) to reflect the various roles a single department may have.

C. Make sure an organizational node can only be set up with a replication process from the back end.

This is incorrect. While replicating the organizational structure from a backend system like SAP S/4HANA is a common integration scenario, it is also possible to create and manage it manually directly within SAP Sales Cloud.

D. Assign an employee to several organizational units.

This is incorrect. In the standard data model, an employee is assigned to a single organizational unit at any given time to maintain a clear hierarchical structure for reporting, approvals, and data access control.

1. SAP Help Portal, SAP Sales Cloud Administrator Guide, "Organizational Structures Quick Guide": This guide details the process of setting up organizational structures. It explains that "The reporting line hierarchy is used for reporting and approvals." This confirms that the reporting line is used for selection criteria in reports and other processes. It also provides instructions for manually creating org structures, contradicting option C.

2. SAP Help Portal, SAP Sales Cloud Administrator Guide, "Functions": This section explicitly states, "You can assign one or more functions to an org unit." This directly refutes option A.

3. SAP Help Portal, SAP Sales Cloud Administrator Guide, "Organizational Management": This documentation outlines that an employee's assignment to the organizational structure is typically to a single org unit. This is essential for the system to determine the manager and the corresponding access rights, which contradicts the premise of option D.

The adaptation tool in SAP Cloud for Customer provides key users with powerful capabilities to modify the user interface without code. Among its most fundamental features are the ability to change the labels of fields to match specific business terminology and to add custom (extension) fields to a screen layout. These features allow administrators to directly alter the data and descriptive text presented to users, ensuring the UI is tailored to their organization's needs.

A. Create a new URL mashup: This is incorrect. URL mashups are created and configured in the "Mashup Authoring" view, which is a separate tool found under the Administrator work center.

B. Add a new button: This is less correct than C and D. While a button for a custom action can be placed on the UI using adaptation, the action itself must be defined separately. Changing labels and adding fields are more direct and foundational UI content modifications.

1. SAP Cloud for Customer Administrator Guide (SAP Help Portal):

Section: Adapt Your UI > Tasks

Content: The guide explicitly lists key tasks available in adaptation mode, including: "Change labels of fields, sections, and tabs" and "Add extension fields that you have created using the key user tools." This directly supports answers C and D. The guide also specifies that creating mashups is done in a separate work center, supporting the exclusion of option A.

Reference Identifier: This information is consistently found in the official Administrator Guide for SAP Cloud for Customer across various releases. For example, in the 2405 release documentation.

2. SAP Cloud for Customer Extensibility Guide (SAP Help Portal):

Section: User Interface > Add an Extension Field to the UI

Content: This guide details the two-step process: first, creating an extension field, and second, using adaptation mode to add the newly created field to the desired screen. This confirms that "Add a new field" (to the UI) is a primary function of the adaptation tool.

Reference Identifier: This process is a core concept in the official Extensibility Guide for SAP Cloud for Customer.

In SAP Service Cloud, the Source of a case, which corresponds to the communication channel (e.g., a specific email address, social media account), is a key object used for routing. Administrators can directly configure a default team or employee for each channel. When a new case is created from that source, the system automatically assigns it to the pre-defined processor. This represents a direct and fundamental method of routing cases based on their origin, ensuring they are handled by the appropriate group from the moment of creation.

A. Mashup: Mashups are used to embed external web content or services within the SAP Service Cloud user interface; they are not used for internal business logic like case routing.

B. Autoflow: While Autoflow is a process automation tool that can execute complex, condition-based routing logic, the Source object itself provides a more direct, inherent routing mechanism via default processor assignment.

C. Input fields in the Case Designer: Input fields are used to capture case data. While the values in these fields (e.g., priority, category) serve as criteria for routing rules, the fields themselves do not perform the routing action.

1. SAP Service Cloud Version 2 Administrator Guide: In the section on setting up communication channels, the guide specifies the ability to assign a default processor. "For each channel, you can define a default team that is responsible for handling incoming e-mails." This confirms that the channel (Source) object is used for routing. (Reference: SAP Help Portal, Administrator Guide for SAP Service Cloud Version 2, section "Set Up E-Mail Channels").

2. SAP Service Cloud Version 2 Administrator Guide: The guide explains that Autoflow is a tool for automating processes, including routing. "For example, you can create an autoflow that automatically routes a new case to the correct team based on its category." This supports the distinction that Autoflow is a process automation tool that can be used for routing, whereas the Source object has a direct routing configuration. (Reference: SAP Help Portal, Administrator Guide for SAP Service Cloud Version 2, section "Autoflow").