Valid C-C4H56I-34 Test Papers - C-C4H56I-34 Valid Test Review

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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic	Details
Topic 1	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 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	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 4	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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q61-Q66):

NEW QUESTION # 61
You cannot access cases in SAP Service Cloud Version 2. What could be the reason?

A. The employee is not assigned to the correct business role.
B. Access rights for cases are limited to read access.
C. Access to the Case app is NOT enabled for the business user.
D. Access rights are directly assigned to the business user.

Answer: A

NEW QUESTION # 62
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.

A. A workflow rule was not scheduled to trigger the determination.
B. The determination rules have been configured, but not activated.
C. Service Level Agreements are not configured in fine-tuning.
D. Service Level Agreements are not activated as a service.

Answer: B,D

Explanation:
Reasons SLA determination may fail:
* A. SLAs Not Activated as a Service: SLAs must be explicitly activated under "Service Activation" in the system.
* C. Rules Not Activated: Determination rules require activation post-configuration to take effect.
Why other options are incorrect:
* B. Fine-Tuning Configuration: Adjusts existing rules but does not enable SLA derivation.
* D. Workflow Rule Scheduling: SLAs are determined automatically via rules, not workflow triggers.
References:
* SAP Service Cloud Guide: "SLA Activation and Rule Configuration".

NEW QUESTION # 63
When using auto flow rules, which of the following do you need to consider? Note: There are 3 correct answers to this question.

A. Optimization from the back end is done automatically when too many auto flow rules exist.
B. Auto flow rules must be assigned to the business role
C. Conditions can be based on extension fields.
D. Conditions can be based on standard fields.
E. Too many rules affect system performance.

Answer: C,D,E

Explanation:
Auto flow rules are workflow rules that are triggered automatically when a case is created or updated. They can be used to perform actions such as sending notifications, updating fields, or requesting approvals. When using auto flow rules, you need to consider the following points:
Conditions can be based on standard fields or extension fields. You can use any field that is available in the case object to define the criteria for the auto flow rule. Extension fields are custom fields that you can add to the case object to capture additional information.
Too many rules affect system performance. You should avoid creating unnecessary or redundant auto flow rules, as they can slow down the system and cause delays in processing cases. You should also review and optimize your auto flow rules regularly to ensure they are efficient and effective.
Auto flow rules do not need to be assigned to the business role. Auto flow rules are global and apply to all cases regardless of the business role of the user. You can use the scope attribute to limit the auto flow rule to a specific business object, such as a service request or a service order. References = Solution Guide for SAP Service Cloud Version 2, page 11; SAP Service Cloud Version 2 Feature Scope, page 13

NEW QUESTION # 64
Which categories can you use when creating a service catalog in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Category
B. Cause category
C. Subcategory
D. Incident category

Answer: A,C

NEW QUESTION # 65
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Create installed bases.
B. Create accounts and contacts.
C. Assign products to existing accounts.
D. Use a mashup to execute transactions in other SAP solutions.

Answer: B,D

Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, you can do the following things with Agent Desktop in SAP Service Cloud Version 2:
* Create accounts and contacts. Agent Desktop allows you to create and maintain master data for accounts and contacts, which are essential for managing customer relationships and service requests.
You can also view and edit the account hierarchy, the contact roles, and the communication preferences of the accounts and contacts.
* Use a mashup to execute transactions in other SAP solutions. Agent Desktop enables you to integrate with other SAP solutions, such as SAP S/4HANA Service, SAP Field Service Management, or SAP Marketing Cloud, by using mashups. Mashups are web pages that are embedded in the Agent Desktop and can pass input parameters from the service objects, such as cases, tickets, or registered products, to the external solutions. You can use mashups to perform actions in the external solutions, such as creating a service order, scheduling a service appointment, or launching a marketing campaign, without leaving the Agent Desktop.
The other options are not correct because:
* Creating installed bases is not possible with Agent Desktop in SAP Service Cloud Version 2. Installed bases are collections of products that are installed at a customer site and require service or maintenance.
Installed bases are created and managed in the Installed Base work center, which is not part of the Agent Desktop.
* Assigning products to existing accounts is not possible with Agent Desktop in SAP Service Cloud Version 2. Products are items that are sold or serviced by your company, and they can be assigned to accounts or contacts as attributes. Products are assigned and maintained in the Products work center, which is not part of the Agent Desktop. References = Introducing Agent Desktop in SAP Service Cloud Version 2, Using Agent Desktop with SAP Service Cloud, Description SAP Service Cloud Version 2 Feature Scope, Agent Console Add-On for SAP Service Cloud Agent Desktop in SAP Service Cloud Version 2 is a versatile tool that enables service agents to perform a variety of tasks efficiently. Among its capabilities, creating accounts and contacts directly from the interface stands out as a fundamental feature, allowing agents to manage customer information seamlessly.
Additionally, the Agent Desktop supports the use of mashups, which are integrations with external applications or web content. These mashups enable agents to execute transactions or access data in other SAP solutions without leaving the Agent Desktop environment, thereby enhancing productivity and providing a unified user experience

NEW QUESTION # 66
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VALID C-C4H56I-34 TEST PAPERS - C-C4H56I-34 VALID TEST REVIEW

Valid C-C4H56I-34 Test Papers - C-C4H56I-34 Valid Test Review