2025 SAP C_C4H56I_34: SAP CERTIFIED APPLICATION ASSOCIATE - SAP SERVICE CLOUD VERSION 2 ACCURATE REAL QUESTION

2025 SAP C_C4H56I_34: SAP Certified Application Associate - SAP Service Cloud Version 2 Accurate Real Question

2025 SAP C_C4H56I_34: SAP Certified Application Associate - SAP Service Cloud Version 2 Accurate Real Question

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SAP C_C4H56I_34 Exam Syllabus Topics:

TopicDetails
Topic 1
  • 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 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
  • 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 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 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.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q22-Q27):

NEW QUESTION # 22
Which types of master data can be used in case routing? Note: There are 2 correct answers to this question.

  • A. Team
  • B. Account hierarchy
  • C. Contact
  • D. Responsible employee

Answer: A,D


NEW QUESTION # 23
Which of the following actions can a Service Agent execute from the case "More Action" button?
Note: There are 3 correct answers to this question.

  • A. Mark as unread
  • B. Handover
  • C. Escalate
  • D. Summary
  • E. Delete

Answer: A,B,C

Explanation:
From the "More Actions" menu, Service Agents can:
* Mark as Unread (C): Flags the case for follow-up.
* Handover (D): Transfers the case to another agent or team.
* Escalate (E): Elevates the case to a higher support tier.
Why other options are incorrect:
* A. Delete: Restricted to administrative roles.
* B. Summary: A view option, not an actionable function.
References:
* SAP Service Cloud Agent Desktop Guide: "Case Actions and Workflow".


NEW QUESTION # 24
You are an administrator and want different user groups to have different fields access in the UI in SAP Service Cloud Version 2. Which functionalities would you use to enable this? Note: There are 2 correct answers to this question.

  • A. Auto flow
  • B. Page layout
  • C. Language adaptation
  • D. Adaptation

Answer: B,D

Explanation:
To enable different user groups to have different fields access in the UI in SAP Service Cloud Version 2, you would use the page layout and adaptation functionalities. Page layout allows you to create and assign different layouts for different user groups, which can include or exclude certain fields, sections, and tabs1. Adaptation allows you to make changes to the UI elements, such as labels, visibility, and order, in the adaptation mode2. References = Manage Page Layouts, Adaptation Mode


NEW QUESTION # 25
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. Assign products to existing accounts.
  • C. Use a mashup to execute transactions in other SAP solutions.
  • D. Create installed bases.

Answer: C,D


NEW QUESTION # 26
Which of the following actions can be configured for autoflow? Note: There are 3 correct answers to this question.

  • A. Send e-mails
  • B. Send event notifications
  • C. Send info notifications
  • D. Send event e-mail template
  • E. Send object update

Answer: A,B,C


NEW QUESTION # 27
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