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SAP C_C4H56I_34 Exam Syllabus Topics:
Topic
Details
Topic 1

* Manage the creation of User and business roles including authorization
* Configuration the Agent Desktop for CTI and Interaction Center Processes
Topic 2

* Configuration SLA, Categories and Case Routing
* Set up master data regarding Account, Contact, Product, Organization and employees
Topic 3

* Enable the system through Activation of Services
* Manage the Personalization, Extension fields, Validations and Determinations
Topic 4

* Configuration Document Types, Party Role, Status Schema and Business Flows
* Set up the service objects Registered Products, Installed Base and Warranty



Pass Guaranteed 2024 SAP C_C4H56I_34: First-grade SAP Certified Application Associate - SAP Service Cloud Version 2 Hot Spot Questions

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q61-Q66):

NEW QUESTION # 61
How can service agents create cases? Note: There are 2 correct answers to this question.

* A. In the Account General facet, Create button (+) and select Case.
* B. In Agent Desktop, click the Create button (+) and select Case.
* C. In the Related Service Object facet of registered products, Create button (+) and select Case.
* D. In the case worklist, Create button (+) and select Case.
Answer: B,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 # 62
How can you trigger an event notification based on a specific condition?

* A. Configure event management
* B. Configure autoflow
* C. Implement SDK logic
* D. Configure integration setting
Answer: C

Explanation:
Triggering an event notification based on a specific condition in SAP Service Cloud Version 2 typically involves implementing custom logic through the Software Development Kit (SDK). This approach allows for the creation of tailored functionalities that can respond to very specific conditions or criteria within the system.
By utilizing the SDK, developers can write scripts or programs that monitor certain conditions or events within the Service Cloud environment and trigger notifications accordingly. This method provides a flexibleand powerful means to extend the standard capabilities of SAP Service Cloud to meet unique business requirements

NEW QUESTION # 63
What functionality can be enabled to assist agents with case resolution?

* A. Create and assign surveys to the case.
* B. Integrate Microsoft Teams.
* C. Configure templates for responses.
* 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 # 64
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. Installed base
* C. Contracts
* D. Cases
Answer: C,D

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 # 65
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. A workflow rule was not scheduled to trigger the determination.
* B. Service Level Agreements are not configured in fine-tuning.
* C. The determination rules have been configured, but not activated.
* D. Service Level Agreements are not activated as a service.
Answer: B,C

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 # 66
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