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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic	Details
Topic 1	User Management: Here, SAP Consultants explore the mechanisms of controlling access within the system through role-based permissions and onboarding processes for new users. Audit logging techniques are also covered here.
Topic 2	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.
Topic 3	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 4	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 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	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 7	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 (Q53-Q58):

NEW QUESTION # 53
What information can be maintained in the Related Objects facet of a case? Note: There are 3 correct answers to this question.

A. Products
B. Registered products and installed bases related to the account only
C. Installation points
D. Registered products
E. Installed bases

Answer: A,D,E

Explanation:
In the Related Objects facet of a case, you can maintain the following information:
Registered products: You can add registered products that are related to the case, such as the product that caused the issue, the product that needs to be repaired, or the product that needs to be replaced. You can also view the product details, such as the serial number, the warranty, the reading value, and the status.
Installed bases: You can add installed bases that are related to the case, such as the location where the product is installed, the configuration of the product, or the hierarchy of the product components. You can also view the installed base details, such as the ID, the description, the account, and the status.
Products: You can add products that are related to the case, such as the product that needs to be ordered, the product that needs to be delivered, or the product that needs to be invoiced. You can also view the product details, such as the ID, the description, the quantity, and the price. References = Solution Guide for SAP Service Cloud Version 2, section Related Objects.

NEW QUESTION # 54
You want to assign a value to a specific field based on another field value calculation. Which of the Can you create the following to enable the field calculation?

A. A workflow
B. A page layout
C. A determination
D. An autoflow

Answer: C

NEW QUESTION # 55
Which of the following services can be activated in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Agent Desktop
B. Templates
C. Live activity configuration
D. Initial user

Answer: A,B

Explanation:
Agent Desktop: This is the main user interface for service agents to manage customer interactions, cases, and tasks. It consists of several components, such as the Communication Panel, the Customer Hub, the Case Hub, and the Task Hub12.
Templates: These are predefined sets of data that can be used to create or update objects, such as cases, emails, surveys, and reports. Templates can help to standardize and automate processes, as well as save time and effort34.
The following services cannot be activated in SAP Service Cloud Version 2:
Live activity configuration: This is a feature of SAP Sales Cloud, not SAP Service Cloud. It allows sales representatives to track and record their interactions with customers, such as calls, emails, meetings, and tasks5.
Initial user: This is not a service, but a user account that is created during the tenant activation process.
The initial user has full access to the solution and can perform administrative tasks, such as creating other users, assigning roles, and configuring settings.
References = 1: Agent Desktop - SAP Online Help, 2: SAP Service Cloud Version 2 Feature Scope, 3: Templates - SAP Online Help, 4: SAP Service Cloud Version 2 Feature Scope, 5: Live Activity Configuration - SAP Online Help, : Onboarding Guide for SAP Service Cloud Version 2 - SAP Online Help

NEW QUESTION # 56
You cannot access cases in SAP Service Cloud Version 2. What could be the reason?

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

Answer: C,D

Explanation:
You cannot access cases in SAP Service Cloud Version 2 if you do not have the appropriate access rights or permissions. There are two possible reasons for this: either access to the Case app is not enabled for the business user, or the employee is not assigned to the correct business role. Access to the Case app is enabled by adding the Case work center and the relevant work center views to the business role assigned to the business user. The business role defines the functional scope and access rights of the user for specific tasks and operations. If the business user does not have the Case work center or the necessary work center views in their business role, they will not be able to access cases in SAP Service Cloud Version 2. Alternatively, the employee may have the Case work center and work center views in their business role, but they may not be assigned to the correct business role in the first place. The business role assignment is done in the Employee work center, where the administrator can assign one or more business roles to each employee. If the employee is not assigned to the business role that has the Case work center and work center views, they will not be able to access cases in SAP Service Cloud Version 2. References = Creating Business Roles, section "How to Add a Work Center to a Business Role" and "How to Add a Work Center View to a Business Role"; Assigning Business Roles to Employees, section "How to Assign a Business Role to an Employee"

NEW QUESTION # 57
Which options can be used to control the access rights of a user? Note: There are 2 correct answers to this question.

A. Create territory hierarchy levels
B. Remove personal data from the business user
C. Assign restriction rules
D. Assign employee to organizational unit

Answer: B,C

NEW QUESTION # 58
......

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