Let C-C4H56I-34 Reliable Test Blueprint Help You Pass The SAP Certified Application Associate - SAP Service Cloud Version 2

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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic	Details
Topic 1	Service Elements: SAP Consultants delve into configuring service level agreements (SLAs) to copyright 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 2	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 3	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 4	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 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	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 7	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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q72-Q77):

NEW QUESTION # 72
Which objects can you assign to an installed base? Note: There are 2 correct answers to this question.

A. Registered product
B. Customer
C. Warranty
D. Maintenance plan

Answer: A,D

NEW QUESTION # 73
What is one of the main uses for warranty management in SAP Service Cloud Version 2?

A. The system can be set up so that certain service levels are not covered.
B. The warranty is assigned to a contract.
C. Routing rules can be applied to warranties.
D. The warranty is assigned to a registered product.

Answer: D

Explanation:
One of the main uses for warranty management in SAP Service Cloud Version 2 is to associate a warranty with a registered product. This allows the service agent toautomatically determine the warranty coverage and validity when creating a case for a customer who owns the registered product. The warranty can include information such as the duration, the coverage option, and the start date. The warranty is created in the Products work center and then assigned to the registered product in the Registered Products work center. References = Managing Warranties - SAP Learning, Creating a Warranty - SAP Learning, Solution Guide for SAP Service Cloud Version 2, page 88

NEW QUESTION # 74
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Create accounts and contacts.
B. Create installed bases.
C. Assign products to existing accounts.
D. Use a mashup to execute transactions in other SAP solutions.

Answer: A,D

Explanation:
According to the SAP Service Cloud Version 2 documents and learning resources, you can do the following things with Agent Desktop in SAP Service Cloud Version 2:
* Create accounts and contacts. Agent Desktop allows you to create and maintain master data for accounts and contacts, which are essential for managing customer relationships and service requests.
You can also view and edit the account hierarchy, the contact roles, and the communication preferences of the accounts and contacts.
* Use a mashup to execute transactions in other SAP solutions. Agent Desktop enables you to integrate with other SAP solutions, such as SAP S/4HANA Service, SAP Field Service Management, or SAP Marketing Cloud, by using mashups. Mashups are web pages that are embedded in the Agent Desktop and can pass input parameters from the service objects, such as cases, tickets, or registered products, to the external solutions. You can use mashups to perform actions in the external solutions, such as creating a service order, scheduling a service appointment, or launching a marketing campaign, without leaving the Agent Desktop.
The other options are not correct because:
* Creating installed bases is not possible with Agent Desktop in SAP Service Cloud Version 2. Installed bases are collections of products that are installed at a customer site and require service or maintenance.
Installed bases are created and managed in the Installed Base work center, which is not part of the Agent Desktop.
* Assigning products to existing accounts is not possible with Agent Desktop in SAP Service Cloud Version 2. Products are items that are sold or serviced by your company, and they can be assigned to accounts or contacts as attributes. Products are assigned and maintained in the Products work center, which is not part of the Agent Desktop. References = Introducing Agent Desktop in SAP Service Cloud Version 2, Using Agent Desktop with SAP Service Cloud, Description SAP Service Cloud Version 2 Feature Scope, Agent Console Add-On for SAP Service Cloud Agent Desktop in SAP Service Cloud Version 2 is a versatile tool that enables service agents to perform a variety of tasks efficiently. Among its capabilities, creating accounts and contacts directly from the interface stands out as a fundamental feature, allowing agents to manage customer information seamlessly.
Additionally, the Agent Desktop supports the use of mashups, which are integrations with external applications or web content. These mashups enable agents to execute transactions or access data in other SAP solutions without leaving the Agent Desktop environment, thereby enhancing productivity and providing a unified user experience

NEW QUESTION # 75
When using auto flow rules, which of the following do you need to consider? Note: There are 3 correct answers to this question.

A. Optimization from the back end is done automatically when too many auto flow rules exist.
B. Auto flow rules must be assigned to the business role
C. Conditions can be based on extension fields.
D. Too many rules affect system performance.
E. Conditions can be based on standard fields.

Answer: C,D,E

Explanation:
Auto flow rules are workflow rules that are triggered automatically when a case is created or updated. They can be used to perform actions such as sending notifications, updating fields, or requesting approvals. When using auto flow rules, you need to consider the following points:
Conditions can be based on standard fields or extension fields. You can use any field that is available in the case object to define the criteria for the auto flow rule. Extension fields are custom fields that you can add to the case object to capture additional information.
Too many rules affect system performance. You should avoid creating unnecessary or redundant auto flow rules, as they can slow down the system and cause delays in processing cases. You should also review and optimize your auto flow rules regularly to ensure they are efficient and effective.
Auto flow rules do not need to be assigned to the business role. Auto flow rules are global and apply to all cases regardless of the business role of the user. You can use the scope attribute to limit the auto flow rule to a specific business object, such as a service request or a service order. References = Solution Guide for SAP Service Cloud Version 2, page 11; SAP Service Cloud Version 2 Feature Scope, page 13

NEW QUESTION # 76
How can you trigger an event notification based on a specific condition?

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

Answer: C

Explanation:
To trigger event notifications based on conditions:
* Configure autoflow (D): Define rules in Autoflow to send notifications when specific criteria are met.
* Event management (A) tracks events but does not trigger notifications.
* SDK logic (B) and integration settings (C) are unrelated to conditional event triggers.
References:
* SAP Help Portal: Autoflow for Event Notifications
* SAP Documentation: Event Notification Configuration

NEW QUESTION # 77
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LET C-C4H56I-34 RELIABLE TEST BLUEPRINT HELP YOU PASS THE SAP CERTIFIED APPLICATION ASSOCIATE - SAP SERVICE CLOUD VERSION 2

Let C-C4H56I-34 Reliable Test Blueprint Help You Pass The SAP Certified Application Associate - SAP Service Cloud Version 2