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SAP C-C4H56I-34 Exam Syllabus Topics:

Topic	Details
Topic 1	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 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	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 4	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 5	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 6	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 7	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.

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SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q24-Q29):

NEW QUESTION # 24
Which actions are necessary to use installed bases in cases? Note: There are 2 correct answers to this question.

A. A customer needs to be assigned to the installed base.
B. An active service contract must be added to the installed base.
C. At least one registered product must be assigned to the installed base.
D. The installed base must be set to active status.

Answer: A,D

NEW QUESTION # 25
Which of the following configuration activities are part of SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

A. Set up Agent Desktop
B. Set scoping attributes
C. Maintain case types
D. Set up deals

Answer: B,C

NEW QUESTION # 26
Which attribute can you assign to a warranty?

A. Dates
B. Registered products
C. Duration
D. Non-covered categories

Answer: D

Explanation:
Warranties in SAP Service Cloud can be assigned non-covered categories (C), which define service categories excluded from warranty coverage.
* Dates (A) and duration (B) are inherent properties of warranties but are not "assigned" as attributes.
* Registered products (D) are linked to warranties but are not attributes of the warranty itself.
References:
* SAP Help Portal: Warranty Management
* SAP Documentation: Configuring Warranty Attributes

NEW QUESTION # 27
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. Employee
B. Service team
C. Service category
D. Account

Answer: B,C

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 # 28
You have created and activated a new case type, but you forgot to assign a service catalog to it. How can you assign a service catalog to your new case type?

A. It is not possible to change an existing Case Type, so deactivate it and create a new one.
B. Deactivate the Case Type, assign the Service Catalog, save, and activate it again.
C. Execute the Create New Version action from the existing Case Type, then enter the Service Catalog and activate the new version.
D. Delete the Case Type and create a new Case Type with the required Service Catalog assigned to it.

Answer: C

Explanation:
In SAP Service Cloud Version 2, when a new case type is created and activated without assigning a service catalog, the recommended approach to address this oversight is to utilize the "Create New Version" action.
This action allows administrators to create a new iteration of the existing case type, wherein the necessary service catalog can be assigned. Following the assignment of the service catalog, this new version of the case type can then be activated, effectively updating the case type configuration to include the previously omitted service catalog. This process ensures that the case type is correctly configured with all required components, including the service catalog, without the need to deactivate or delete the original case type

NEW QUESTION # 29
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C-C4H56I-34 TEST SIMULATOR ONLINE & NEW C-C4H56I-34 TEST QUESTION

C-C4H56I-34 Test Simulator Online & New C-C4H56I-34 Test Question