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SAP C_C4H56I_34 Exam Syllabus Topics:

Topic	Details
Topic 1	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 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	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 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	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 6	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 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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q67-Q72):

NEW QUESTION # 67
How can service agents create cases? Note: There are 2 correct answers to this question.

A. In the Related Service Object facet of registered products, Create button (+) and select Case.
B. In the case worklist, Create button (+) and select Case.
C. In Agent Desktop, click the Create button (+) and select Case.
D. In the Account General facet, Create button (+) and select Case.

Answer: A,C

Explanation:
Service agents in SAP Service Cloud Version 2 can create cases directly from the Agent Desktop by clicking the Create button and selecting Case. This method provides a quick and straightforward way to initiate a new case while working within the Agent Desktop environment. Additionally, cases can be created from the Related Service Object facet of registered products. When viewing the details of a registered product, agents can use the Create button within this facet to initiate a case related to that specific product, ensuring the case is automatically linked to the relevant product record.

NEW QUESTION # 68
Which of the following apply when accessing a new SAP Service Cloud Version 2 tenant? Note: There are 2 correct answers to this question.

A. The business settings will need to be activated for the tenant.
B. The administrator must create an initial user in order to log in to the tenant for the first time.
C. The customer will need to provision new tenants through SAP for Me.
D. Any test tenant needs to be purchased separately.

Answer: A,C

Explanation:
* Option C is correct because the customer will need to provision new tenants through SAP for Me, which is a self-service portal that provides access to SAP products, services, and support12.
* Option D is correct because the business settings will need to be activated for the tenant, which enables the tenant to use the features and functions of SAP Service Cloud Version 23.
* Option A is incorrect because the administrator does not need to create an initial user in order to log in to the tenant for the first time. The initial user is created automatically by SAP and the credentials are sent to the customer via email3.
* Option B is incorrect because any test tenant does not need to be purchased separately. The customer can choose to purchase a test tenant along with the production tenant, or request a test tenant later through SAP for Me2. References =
* Defining the Scope - SAP Learning
* Solution Guide for SAP Service Cloud Version 2
* Version 2 Onboarding Guide for SAP Service Cloud
* Set Up Guide for SAP Service Cloud Version 2 - SAP Online Help

NEW QUESTION # 69
Which attribute can you assign to a warranty?

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

Answer: C

Explanation:
Warranties in SAP Service Cloud can be assigned non-covered categories (C), which define service categories excluded from warranty coverage.
* Dates (A) and duration (B) are inherent properties of warranties but are not "assigned" as attributes.
* Registered products (D) are linked to warranties but are not attributes of the warranty itself.
References:
* SAP Help Portal: Warranty Management
* SAP Documentation: Configuring Warranty Attributes

NEW QUESTION # 70
What steps must the administrator perform to give service agents access to knowledge base articles? Note: There are 2 correct answers to this question.

A. Obtain API token credentials from the knowledge base provider.
B. Maintain the knowledge base provider settings in SAP Service Cloud Version 2.
C. Configure the relevant integration flow.
D. Set up knowledge base articles in SAP Service Cloud Version 2.

Answer: A,B

NEW QUESTION # 71
Which of the following actions can a service agent perform in the Customer Hub in Agent Desktop?
Note: There are 3 correct answers to this question.

A. View customer details
B. Edit customer details
C. Create a new e-mail message or a new case from the What Would You like to do? area
D. Launch a customer survey
E. Access interactions and notes in the timeline tab

Answer: A,B,E

Explanation:
In the Customer Hub in Agent Desktop, a service agent can perform the following actions:
Edit customer details: The agent can update the customer's personal and business information, such as name, address, phone number, email, account, and contact person. The agent can also add or remove tags to the customer1.
View customer details: The agent can see the customer's basic information, such as name, address, phone number, email, account, and contact person. The agent can also see the customer's tags, which are keywords that help to categorize and identify the customer1.
Access interactions and notes in the timeline tab: The agent can view the chronological history of interactions with the customer, such as cases, calls, emails, chats, surveys, and visits. The agent can also see the notes that were added by other agents or by the customer2.
The agent cannot perform the following actions in the Customer Hub in Agent Desktop:
Create a new e-mail message or a new case from the What Would You like to do? area: This action can only be done from the Communication Panel, which is a separate area in the Agent Desktop that shows the incoming and outgoing communication items, such as emails, calls, chats, and messages3.
Launch a customer survey: This action can only be done from the Survey tabstrip, which is a separate tabstrip in the Customer Hub that shows the surveys that were sent to or received from the customer. The agent can launch a new survey from this tabstrip by selecting a survey template and a communication channel4.
References = 1: Customer Hub - SAP Online Help, 2: Timeline - SAP Online Help, 3: [Communication Panel
- SAP Online Help], 4: [Survey - SAP Online Help]

NEW QUESTION # 72
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