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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 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 2
- 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 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
- 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 (Q60-Q65):
NEW QUESTION # 60
Which field can be used to determine Service Level Agreements?
- A. Event in case
- B. Account role
- C. Reading value of a registered product
- D. Custom field
Answer: D
Explanation:
You can use a custom field to determine Service Level Agreements (SLAs) in SAP Service Cloud Version 2.
A custom field is a user-defined field that can be added to various objects, such as accounts, cases, products, or service levels. You can use custom fields to store additional information that is not available in the standard fields. You can also use custom fields as criteria for SLA determination, by creating rules based on the values of the custom fields. For example, you can create a custom field called "Customer Type" and assign different values to it, such as "VIP", "Regular", or "New". Then, you can create rules that assign different SLAs based on the customer type. This way, you can customize the SLAs according to your business needs and customer preferences. References = Configuring Service Levels, section Maintain Rules for SLA Determination; Creating Custom Fields, section Create Custom Fields.
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. Create organizational structure
- B. Create business role
- C. Assign employee to organizational units
- D. Log in with initial user
Answer: A,B
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
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. Service category
- B. Employee
- C. Account
- D. Service team
Answer: A,D
NEW QUESTION # 63
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. Registered products
- B. Cases
- C. Maintenance plan
- D. Service orders
Answer: A,B
Explanation:
The Entities facet of the Customer Hub screen can display the following objects: Cases, Registered Products, Installed Bases, and Service Contracts. These objects are related to the customer and can provide useful information for service agents. Cases are requests for support that contain details about the customer issue and the resolution process. Registered Products are items that the customer has purchased or registered with the company. Installed Bases are collections of registered products that are installed at a specific location. Service Contracts are agreements that define the terms and conditions of the service delivery for the customer. References = Creating a Case Type, Explaining the Support for the Customer Service Process
NEW QUESTION # 64
Which of the following features are available in the adaptation tool? Note: There are 2 correct answers to this question.
- A. Add a new button
- B. Create a new URL mashup
- C. Change the field label
- D. Add a new field
Answer: A,D
NEW QUESTION # 65
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