SAP C-C4H56I-34 RELATED CERTIFICATIONS - TEST C-C4H56I-34 REGISTRATION

SAP C-C4H56I-34 Related Certifications - Test C-C4H56I-34 Registration

SAP C-C4H56I-34 Related Certifications - Test C-C4H56I-34 Registration

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SAP C-C4H56I-34 Exam Syllabus Topics:

TopicDetails
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
  • 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 3
  • 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 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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q81-Q86):

NEW QUESTION # 81
Which actions are necessary to use installed bases in cases? Note: There are 2 correct answers to this question.

  • A. The installed base must be set to active status.
  • B. A customer needs to be assigned to the installed base.
  • C. At least one registered product must be assigned to the installed base.
  • D. An active service contract must be added to the installed base.

Answer: A,B

Explanation:
Prerequisites for using installed bases in cases:
* Assign Customer (A): Links the installed base to a business partner for context.
* Active Status (B): Only active installed bases can be referenced in cases.
Why other options are incorrect:
* C. Registered Product: Not mandatory (e.g., empty installed bases can exist).
* D. Service Contract: Optional for entitlements, not core to installed base usage.
References:
* SAP Help Portal: "Installed Base in Case Management".


NEW QUESTION # 82
Which of the following are required to grant business user access? Note: There are 2 correct answers to this question.

  • A. User ID
  • B. Access restriction
  • C. Assignment to an organizational unit
  • D. Employee

Answer: A,C

Explanation:
To grant business user access in SAP Service Cloud:
* User ID (A): A unique identifier required for system authentication.
* Assignment to an Organizational Unit (D): Defines the user's scope of access within the organizational hierarchy.
Why other options are incorrect:
* B. Access Restriction: Governs data visibility but is not a prerequisite for access.
* C. Employee: While linking a user to an employee record is standard, it is not strictly mandatory for access (depends on configuration).
References:
* SAP Security Guide: "User Management".


NEW QUESTION # 83
Which of the following features are available in the adaptation tool? Note: There are 2 correct answers to this question.

  • A. Create a new URL mashup
  • B. Add a new button
  • C. Add a new field
  • D. Change the field label

Answer: C,D

Explanation:
The Adaptation tool allows UI customization without coding. Key features include:
* Changing field labels (C) to align with business terminology.
* Adding new fields (D) to capture additional data, using existing or custom fields.
* Creating URL mashups (A) requires SDK/development, not the Adaptation tool.
* Adding new buttons (B) typically involves scripting or workflow rules, not basic Adaptation.
References:
* SAP Help Portal: UI Adaptation Tool
* SAP Documentation: Customizing UIs with Adaptation


NEW QUESTION # 84
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. Service Level Agreements are not configured in fine-tuning.
  • B. The determination rules have been configured, but not activated.
  • C. A workflow rule was not scheduled to trigger the determination.
  • D. Service Level Agreements are not activated as a service.

Answer: A,B

Explanation:
For Service Level Agreements (SLAs) to be correctly derived in cases within SAP Service Cloud Version 2, they need to be properly configured and activated. A common reason for SLAs not being derived could be that they have not been configured in the fine-tuning settings of the system. This setup is crucial for defining the SLAs' parameters and how they apply to various cases. Another potential issue could be that the determination rules, although configured, were not activated. These rules are essential for the system to automatically apply the correct SLA based on the case's attributes. Without activation, the system cannot utilize these rules to determine and apply SLAs to cases.


NEW QUESTION # 85
How can end users access the Customer Hub screen in Agent Desktop? Note: There are 2 correct answers to this question.

  • A. Automatically when an incoming phone call from a known customer is accepted
  • B. Manually by navigating into the Customer Hub app from the menu
  • C. Automatically when there is an incoming phone call
  • D. Manually by performing a customer identification via Agent Desktop

Answer: A,D

Explanation:
End users can access the Customer Hub screen in Agent Desktop in two ways: manually by performing a customer identification via Agent Desktop, or automatically when an incoming phone call from a known customer is accepted. The Customer Hub screen provides a comprehensive view of the customer's profile, interactions, cases, and registered products. It also allows end users to create new cases, tasks, or activities for the customer. To access the Customer Hub screen manually, end users need to enter the customer's phone number, email, or name in the search field and select the customer from the search results. To access the Customer Hub screen automatically, end users need to enable the automatic customer identification feature in the Agent Desktop settings. This feature will display the Customer Hub screen for the incoming phone call if the caller's phone number matches a customer record in the system. References = Solution Guide for SAP Service Cloud Version 2, section "Agent Desktop" and "Customer Hub"


NEW QUESTION # 86
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