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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	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 3	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 4	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 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	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 (Q60-Q65):

NEW QUESTION # 60
What can the categories in the service catalog be used for? Note: There are 3 correct answers to this question.

A. Business role assignment
B. To control validity of the service catalog
C. Case responsibility determination
D. Service level determination
E. A filter option for the case summary

Answer: C,D,E

Explanation:
Service catalog categories are used for:
* B. Service Level Determination: Maps categories to specific SLAs (e.g., priority, response time).
* C. Filter in Case Summary: Organizes cases by category for reporting and analysis.
* E. Case Responsibility Determination: Routes cases to teams/agents based on category expertise.
Why other options are incorrect:
* A. Validity Control: Managed via validity periods, not categories.
* D. Business Role Assignment: Governed by roles/organizational units, not categories.
References:
* SAP Help Portal: "Service Catalog Use Cases".

NEW QUESTION # 61
Which of the following steps are required to set up SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Log in with initial user
B. Create organizational structure
C. Assign employee to organizational units
D. Create business role

Answer: B,D

Explanation:
To set up SAP Service Cloud Version 2, the following steps are mandatory:
* Create Organizational Structure (D): Defining the organizational hierarchy (e.g., departments, teams) is foundational for structuring service processes, agent assignments, and access control.
* Create Business Role (B): Business roles determine user permissions and access to specific functionalities. This ensures compliance with security policies and role-based access control (RBAC).
Why other options are incorrect:
* A. Assign employee to organizational units: While necessary for user management, this step occurs after creating the organizational structure (D) and business roles (B).
* C. Log in with initial user: Though required to access the system, it is a prerequisite for configuration, not a "setup step" itself.
References:
* SAP Service Cloud Administration Guide: "Organizational Management" and "Business Role Configuration".
* SAP Learning Hub: "Initial Setup Tasks for SAP Service Cloud."

NEW QUESTION # 62
What functionality can be enabled to assist agents with case resolution?

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

Answer: D

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 # 63
What can you do with Microsoft Teams integration? Note: There are 3 correct answers to this question.

A. Make outbound calls.
B. Send e-mails to customers.
C. Share workspaces.
D. Hand over cases.
E. Create appointments.

Answer: A,C,D

NEW QUESTION # 64
Which of the following objects can be displayed in the Entities facet of the Customer Hub screen?
Note: There are 2 correct answers to this question.

A. Cases
B. Registered products
C. Maintenance plan
D. Service orders

Answer: A,D

Explanation:
The Entities facet in the Customer Hub displays transactional objects linked to the customer:
* Service orders (B): Track service delivery or repairs.
* Cases (C): Record customer issues and resolutions.
* Maintenance plans (A) and registered products (D) appear in other facets (e.g., Assets).
References:
* SAP Help Portal: Customer Hub Entities Facet
* SAP Documentation: Entities Facet Configuration

NEW QUESTION # 65
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New C-C4H56I-34 Test Notes & C-C4H56I-34 Exam Consultant

SAP C-C4H56I-34 Exam Syllabus Topics:

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q60-Q65):

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