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Are you planning to appear in the SAP Certified Application Associate - SAP Service Cloud Version 2 (C-C4H56I-34) certification test and need to know where to get updated practice questions? Then you are at the right place because SAP Certified Application Associate - SAP Service Cloud Version 2 (C-C4H56I-34) has made the learning material for the applicants to prepare successfully for the certfication exam in a short time.

SAP C-C4H56I-34 Exam Syllabus Topics:

Topic
Details

Topic 1

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 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

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 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

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 6

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.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q80-Q85):

NEW QUESTION # 80
Which objects are needed to create a registered product? Note: There are 2 correct answers to this question.

A. Contract
B. Product
C. Customer
D. Installed base

Answer: B,C

Explanation:
To create a registered product in SAP Service Cloud Version 2, you need the following objects:
* Product: This is the generic definition of the product that you want to register. It contains the basic information such as the name, description, category, and price of the product. You can create products in the Products work center, under the Products view.
* Customer: This is the individual or organization that owns the registered product. It can be either an account or an individual customer. You can create customers in the Customers work center, under the Accounts or Individual Customers view.
The other objects are not mandatory for creating a registered product, but they can be used to provide additional information or functionality. For example:
* Installed base: This is a collection of registered products that belong to the same customer and are located at the same site. It can be used to group and manage related registered products more easily.
You can create installed bases in the Installed Base work center, under the Installed Base view.
* Contract: This is an agreement between the customer and the service provider that defines the terms and conditions of the service delivery. It can be used to determine the service entitlements and pricing for the registered product. You can create contracts in the Contracts work center, under the Contracts view.
References =
* Creating a Registered Product - SAP Learning, slide 3-4
* Solution Guide for SAP Service Cloud Version 2, page 31-32

NEW QUESTION # 81
Which of the following features are available in the adaptation tool? Note: There are 2 correct answers to this question.

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

Answer: A,C

NEW QUESTION # 82
Which of the following objects can be displayed in the Timeline tabstrip in the Customer Hub? Note:
There are 2 correct answers to this question.

A. Calls
B. Cases
C. Contracts
D. Installed base

Answer: B,C

Explanation:
The Timeline tabstrip in the Customer Hub of SAP Service Cloud Version 2 is designed to provide a chronological view of significant interactions and milestones related to a customer. Among the various objects that can be displayed in this timeline, Cases and Contracts are pivotal. Cases represent individual customer inquiries or issues that have been logged, tracked, and resolved over time. Contracts, on the other hand, document the formal agreements between the service provider and the customer, outlining the scope of services, terms, and conditions. These elements are crucial for a comprehensive view of the customer's history, enabling service agents to deliver informed, contextual, and efficient support

NEW QUESTION # 83
Which objects are determined when you are using case routing in SAP Service Cloud Version 2?
Note: There are 2 correct answers to this question.

A. Service category
B. Account
C. Employee
D. Service team

Answer: A,D

Explanation:
Case routing in SAP Service Cloud Version 2 is a mechanism that automatically directs incoming cases to the appropriate service teams or individuals based on predefined criteria. The "Service Category" is one of the primary criteria used in case routing. It categorizes cases based on the nature of the inquiry or issue, ensuring that they are directed to the team with the relevant expertise. Additionally, the "Service Team" is determined during case routing, which involves assigning cases to specific groups of service agents or teams who are equipped to handle them. This ensures that cases are managed by the most suitable and knowledgeable personnel, facilitating efficient resolution.

NEW QUESTION # 84
What steps must an administrator perform to enable the phone channel in Agent Desktop? Note:
There are 2 correct answers to this question.

A. Obtain API token credentials from the CTI provider.
B. Add the phone channel to the live interaction widget.
C. Integrate with a third-party Computer Telephony Integrator (CTI) provider.
D. Add a mashup service in Agent Desktop.

Answer: B,C

Explanation:
To enable the phone channel in Agent Desktop:
* Integrate with a CTI provider (D): SAP Service Cloud requires third-party CTI integration (e.g., Genesys, Cisco) for telephony functions.
* Add the phone channel to the live interaction widget (C): Configure the widget in Agent Desktop to include phone capabilities.
* API token credentials (A) are part of CTI provider setup but not direct admin steps in Service Cloud.
* Mashup services (B) are used for embedding external apps, not phone channel activation.
References:
* SAP Help Portal: Configuring the Phone Channel
* SAP Documentation: CTI Integration Guide

NEW QUESTION # 85
......

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Sid Reed Sid Reed

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