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SAP C_C4H56I_34 PDF - C_C4H56I_34 Practice Test Online

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Free PDF Quiz 2025 SAP - C_C4H56I_34 - SAP Certified Application Associate - SAP Service Cloud Version 2 PDF

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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

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 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

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

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.

SAP Certified Application Associate - SAP Service Cloud Version 2 Sample Questions (Q69-Q74):

NEW QUESTION # 69
You cannot access cases in SAP Service Cloud Version 2. What could be the reason?

A. Access to the Case app is NOT enabled for the business user.
B. Access rights for cases are limited to read access.
C. The employee is not assigned to the correct business role.
D. Access rights are directly assigned to the business user.

Answer: C

NEW QUESTION # 70
You are rolling out SAP Service Cloud Version 2 to multiple countries. Which of the following must be completed for each different country? Note: There are 2 correct answers to this question.

A. Maintain organizational units
B. Enable country/region
C. Select country theme
D. Maintain exchange rate

Answer: A,B

Explanation:
When rolling out SAP Service Cloud Version 2 to multiple countries, it is essential to "Enable country/region" to ensure that the system is tailored to the specific regulatory, linguistic, and cultural requirements of each country. This involves configuring country-specific settings, such as local currencies, date formats, and legal regulations. Additionally, "Maintaining organizational units" for each different country is crucial. This involves setting up the organizational structure, including departments, divisions, and teams, in a way that reflects the operational and management structure in each country. This ensures that the system aligns with local business practices and organizational hierarchies.

NEW QUESTION # 71
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. The determination rules have been configured, but not activated.
B. A workflow rule was not scheduled to trigger the determination.
C. Service Level Agreements are not configured in fine-tuning.
D. Service Level Agreements are not activated as a service.

Answer: A,D

Explanation:
Reasons SLA determination may fail:
* A. SLAs Not Activated as a Service: SLAs must be explicitly activated under "Service Activation" in the system.
* C. Rules Not Activated: Determination rules require activation post-configuration to take effect.
Why other options are incorrect:
* B. Fine-Tuning Configuration: Adjusts existing rules but does not enable SLA derivation.
* D. Workflow Rule Scheduling: SLAs are determined automatically via rules, not workflow triggers.
References:
* SAP Service Cloud Guide: "SLA Activation and Rule Configuration".

NEW QUESTION # 72
Which capability ensures service agents send e-mail responses with the correct corporate branding?

A. Autoflow
B. Workflow rules
C. Determination rules
D. E-mail templates

Answer: D

NEW QUESTION # 73
What can you do with Agent Desktop in SAP Service Cloud Version 2? Note: There are 2 correct answers to this question.

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

Answer: A,C

NEW QUESTION # 74
......

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