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100% Pass Quiz SAP - Valid C_C4H56I_34 - Valid SAP Certified Application Associate - SAP Service Cloud Version 2 Exam Labs

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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic
Details

Topic 1

Service Objects: This topic introduces SAP Consultants to the creation and customization of service objects that facilitate the management of specific service requests. Linking service objects to cases is also discussed, ensuring effective organization and improved case handling in the service lifecycle.

Topic 2

Master Data: This topic familiarizes SAP Consultants with essential processes for managing master data, including customer data creation, maintenance, and archival. It also delves into managing service offerings and product data to align with business needs. Data migration strategies are explained, ensuring the successful import of existing records into SAP Service Cloud while maintaining data integrity.

Topic 3

Basic Setup: In this topic, SAP Consultants gain insights into establishing the foundation of the SAP Service Cloud environment. It encompasses configuring integration settings with SAP and non-SAP systems, enabling seamless connectivity, and customizing the user interface for usability and branding.

Topic 4

Communication Channels: SAP Consultants learn about configuring multiple communication channels such as email, chat, and phone, integrating CTI systems for enhanced communication efficiency, and monitoring channel performance. This ensures effective customer interaction and channel optimization.

Topic 5

Personalization and Extensibility: In this topic, SAP Consultants explore creating custom fields and objects to capture additional business data, configuring business rules for tailored system behavior, and extending functionality through APIs for integrating third-party applications.

Topic 6

Cases: This topic equips SAP Consultants with the processes for handling customer cases, including creation, updates, and resolution. Techniques for routing cases to suitable agents and setting up escalation rules are highlighted, ensuring efficient case management and escalation handling for superior customer service.

Topic 7

Service Elements: SAP Consultants delve into configuring service level agreements (SLAs) to uphold service delivery standards, establishing workflows with approval mechanisms, and implementing feedback tools for customer satisfaction. These elements ensure structured and customer-focused service operations.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q52-Q57):

NEW QUESTION # 52
Which attribute can you assign to a warranty?

A. Dates
B. Non-covered categories
C. Duration
D. Registered products

Answer: C

NEW QUESTION # 53
To which objects can you assign employees in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Response templates
B. Service levels
C. Registered products
D. Accounts

Answer: B,D

Explanation:
Employees can be assigned to:
* Accounts (A): To designate responsibility for specific customers.
* Service levels (C): To define response/resolution time commitments for cases.
* Response templates (B) and registered products (D) do not involve employee assignments.
References:
* SAP Help Portal: Employee Assignments
* SAP Documentation: Service Level Configuration

NEW QUESTION # 54
What actions do you need to perform to create an incident for SAP Service Cloud Version 2? Note:
There are 2 correct answers to this question.

A. Log incident through SAP for Me
B. Create incident through Settings > Incident
C. Log incident with SAP Service Cloud user ID
D. Activate Built-In Support

Answer: A,D

NEW QUESTION # 55
Where can the administrator configure which event types must be visible in the timeline of the Customer Hub screen?

A. In the timeline configuration
B. In the Customer Hub screen configuration
C. In the general configuration of Agent Desktop
D. The event types are enabled by default and cannot be changed.

Answer: A

Explanation:
The timeline configuration allows the administrator to define which event types must be visible in the timeline of the Customer Hub screen. The timeline configuration is accessed from the Adaptation menu in the Agent Desktop. The administrator can select the Timeline tab and then choose the Event Types option. There, the administrator can enable or disable the event types for the timeline, such as cases, emails, notes, tasks, and so on. The administrator can also reorder the event types by dragging and dropping them in the list. References = Solution Guide for SAP Service Cloud Version 2, section Configure Timeline.

NEW QUESTION # 56
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.

A. Account hierarchy
B. Responsible employee
C. Contact
D. Team

Answer: B,D

Explanation:
In SAP Service Cloud Version 2, you can use case routing rules to automatically assign cases to a team or a responsible employee based on various attributes of the case, such as subject, priority, channel, or category.
You can also use master data such as account, contact, product, or organization as attributes for case routing rules. However, account hierarchy is not a valid attribute for case routing, as it is not a master data object but a relationship between accounts. Contact is also not a valid attribute for case routing, as it is not directly related to the case but to the account or individual customer. References = Configuring Case Routing Rules, Master Data

NEW QUESTION # 57
......

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