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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic
Details

Topic 1

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 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

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.

Topic 5

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 6

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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Preparing for the C-C4H56I-34 exam can be a daunting task, but with real C-C4H56I-34 exam questions, it can be a lot easier. The importance of actual SAP Certified Application Associate - SAP Service Cloud Version 2 (C-C4H56I-34) questions cannot be overemphasized. C-C4H56I-34 Real Questions are crucial for passing the C-C4H56I-34 exam. When candidates have access to the updated SAP C-C4H56I-34 practice test questions, they are better prepared to succeed.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q71-Q76):

NEW QUESTION # 71
You are configuring SAP Service Cloud Version 2 to automatically assign employees to a case. Which feature can help with this?

A. Routing
B. Escalation
C. Prioritization settings
D. Process for cases

Answer: A

NEW QUESTION # 72
Which objects can you assign when you create a user? Note: There are 2 correct answers to this question.

A. Business role
B. Security policy
C. User profile
D. Employee role

Answer: A,D

Explanation:
When you create a user in SAP Service Cloud Version 2, you can assign two objects: a business role and an employee role. A business role defines the access rights and the user interface layout for a user. An employee role defines the organizational unit and the reporting line for a user. You cannot assign a security policy or a user profile when you create a user. A security policy defines the password rules and the login restrictions for a user. A user profile defines the personal settings and preferences for a user. These objects are either assigned automatically or configured by the user themselves. References = Creating Business Roles; Set Up Guide for SAP Service Cloud Version 2, page 9

NEW QUESTION # 73
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 # 74
What functionality can be enabled to assist agents with case resolution?

A. Integrate a knowledge base.
B. Create and assign surveys to the case.
C. Integrate Microsoft Teams.
D. Configure templates for responses.

Answer: A

Explanation:
To assist agents with case resolution, a functionality that can be enabled is to integrate a knowledge base. A knowledge base is a repository of information that contains articles, documents, FAQs, and other resources that can help agents find answers to customer queries and issues. By integrating a knowledge base with SAP Service Cloud Version 2, agents can access relevant and up-to-date information from within the agent desktop, without having to switch to another application or browser. Agents can also create new knowledge articles from cases, and link existing articles to cases for future reference. Integrating a knowledge base can improve agent productivity, customer satisfaction, andservice quality. References = Solution Guide for SAP Service Cloud Version 2, Explaining the Support for the Customer Service Process

NEW QUESTION # 75
Which element can be used to restrict access to views?

A. Service levels
B. Field extensions
C. Business roles
D. Code list restrictions

Answer: C

Explanation:
Business roles are used to assign work centers and views to users, and also to define access restrictions and authorizations for each view. By using business roles, you can control which views are visible and editable for different users or groups of users. For example, you can restrict access to certain accounts, products, or tickets based on the user's organizational unit, territory, or other criteria. References = Apply Access Contexts and Restriction Rules, Restricting access the right way in SAP Cloud for Customer

NEW QUESTION # 76
......

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